An Insight Global client is looking for growth-minded, results-driven Technical Support Specialists with strong technical acumen and customer service skills to help support their rapidly-growing Software as a Service solution. This company works with a wide range of industrial companies ranging from commercial transportation to oil and gas companies, to large-scale food producers; as such, candidates will need to demonstrate strong ability to communicate technical concepts with a variety of stakeholders in order to best serve the needs of this diverse customer base. The ideal candidate has a technical background and experience in a customer support role, preferably in a phone-based contact center environment. You will be assisting customers in troubleshooting issues with hardware, software, operating systems, and mobile/web platforms via phone email, and chat. Candidates must be strong communicators with the ability to provide strong documentation.
· 2+ years of experience in a customer-facing role within a contact center environment handling 15-25 calls per day - need to have experience supporting external customers over the phone (walking them through troubleshooting steps, not remoting in)
o Experience talking customers through installing, troubleshooting and/or maintaining hardware, software, web-based and/or mobile applications
· Experience in a fast-paced environment managing 20+ cases per day via phone, chat, and email (majority phone support)
· Strong spoken and written language skills to effectively communicate with a wide range of customers
· Experience working with ticketing systems (e.g. Zendesk, ServiceCloud, ServiceNow, Remedy, etc)
Proficient with macOS
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.