Technical Support Specialist, Level 1-2

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Respond to incoming support calls in a courteous and professional manner.

• Generate new support tickets within the CRM system.

• Update current CRM tickets with customer interactions, internal notes, DevSecOps tickets, and status modifications.

• Assign tickets to the relevant team members as necessary.

• Communicate updates to customers based on information received from internal team members.

• Follow up with customers to gather any missing information, screenshots, logs, or additional details.

• Monitor open tickets to ensure customers receive prompt responses.

• Facilitate communication between customers and the internal support or technical teams.

• Keep a well-organized and clear record of customer issues and actions taken.

• Assess customer issues and conduct preliminary troubleshooting.

• Search DevSecOps for similar past tickets and review prior solutions.

• Utilize known fixes, documentation, and internal notes to assist in resolving common issues.

• Collaborate with other support and technical team members to explore potential solutions.

• Collect technical details before escalating issues, including product version, error messages, screenshots, logs, and reproduction steps.

• Recognize when an issue necessitates a technical call, further investigation, or code modifications.

• Escalate complex issues to Level 3 support with comprehensive notes and all pertinent information.

• Document recurring issues, common resolutions, and troubleshooting procedures for future reference.

• Contribute to the enhancement of the internal knowledge base by identifying trends in support tickets.

⛳️ Requirements

• Excellent verbal and written communication abilities.

• Comfortable handling customer phone calls and replying to support emails.

• Strong organizational capabilities and meticulous attention to detail.

• Proficient in managing multiple open tickets and ensuring consistent follow-ups.

• Experience with a ticketing system, CRM, DevSecOps, or support platform.

• Ability to search through past tickets, documentation, and internal notes for potential solutions.

• Basic technical troubleshooting skills.

• Eagerness to learn about technical products and support processes.

• Competence in collaborating with internal team members and clearly conveying customer issues.

• Professional, patient, and customer-oriented demeanor.

• Good judgment regarding when to resolve issues directly and when to escalate them.

🏝️ Benefits

• Health Care Plan (Medical, Dental & Vision)

• Retirement Plan (401k, IRA)

• Life Insurance (Basic, Voluntary & AD&D)

• Paid Time Off (Vacation, Sick & Public Holidays)

• Short Term & Long Term Disability

• Training & Development

• Work From Home