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Junior Technical Support Specialist

Ascendo Resources

This is a Full-time position in Miami Lakes, FL posted February 18, 2021.

The Help Desk Support Technician is responsible for providing phone support on software and desktop hardware to all our customers. That includes ID card printers and any type of computing device we sell. Functions include installing, diagnosing, repairing, maintaining, and upgrading all hardware and software equipment to ensure optimal performance. This person should be highly motivated and have excellent interpersonal and customer service skills. The candidate must have the ability to work in a fast-paced environment, as well as establish and maintain effective working relationships with all internal and external personnel/customers.

Essential Duties and Responsibilities:

  • Make every customer interaction a satisfying experience through a professional, outgoing and personable attitude
  • Resolve technical issues with Technical Security Products and Systems by applying advanced troubleshooting
  • Ensure that all relevant communication, documents and files related to the case are accurately archived in the support system under the appropriate case number
  • Actively participate in and contribute to internal technical support efforts and special projects (including training new technicians and testing of new products)
  • Provide timely & accurate status updates to customers and internal stakeholders
  • Represent expectations, intentions, and attitudes of customers, manufacturers and co-workers accurately
  • Strive to continuously acquire and maintain good knowledge of client products as well as Support procedures, practices, and policies and represent them clearly to customers
  • Ensure that delivered solutions are documented as seed knowledge-base articles (if relevant)
  • Escalate support cases not within own skill sets in a timely and effective manner (create RMA’s where relevant)

Qualifications:

  • 2 + years experience in technical field
  • Good analytical skills and an aptitude for creative problem solving
  • Bilingual English/Spanish preferred
  • Good technical understanding and practical experience with Microsoft Windows operating systems
  • Exposure and basic understanding of IP Network technologies
  • Work experience in external hardware and software support

Job Requirements:

  • Escalated technical troubleshooting support for customers
  • Fielding customer technical support requests
  • Communicate technical information to non-technical customers
  • Help customers with technical issues
  • Troubleshoot and resolve customer technical issues
  • Provide technical support to computer users
  • Apply technical support expertise to resolve customer issues
  • Provide technical and non-technical support to customers via phone and email
  • Diagnose and resolve technical hardware and software issues
  • Assist in reviewing technical support documentation to ensure technical support staff
  • Diagnosing and resolving technical hardware and software issues
  • Document all technical support procedures
  • Assist customers in requests for technical product information and technical troubleshooting
  • Answer technical problems regarding proprietary software
  • Provide technical troubleshooting and problem resolution
  • Performing technical and application support
  • Perform technical installation and support of all company software and provide resolution for technical issues
  • Identifying and troubleshooting technical issues
  • Support clients with various technical troubleshooting duties
  • Assist customers with technical questions