Technical Support Specialist Job Descriptions, Average Salary, Interview Questions

Role description

The Technical Support Specialist will be responsible for assisting clients with technical support of merchant processing hardware/software, troubleshooting inquiries, and problem resolution via various contacts methods: telephone, email, chat, or fax. Success in the role will require the ability to rapidly diagnose customer issues, problem solve with urgency, and know when to escalate to a more senior team member in order to ensure efficient resolution whilst delivering a great overall support experience.

Key responsibilities:

• Provide clients with a personalized rewarding experience that starts with answering Merchant clients’ questions as well as understanding each client’s unique needs
• Work with clients to solve various types technology problems, including: Wi-Fi/network connectivity; hardware and software issues; credit card terminal processing and Point of Sale (POS) integration; Bluetooth devices and cabled printers; with a knowledge around mobile applications, navigation, and downloads
• Use resources, technology, and problem-solving skills to troubleshoot mobile POS network issues which include tablet and printer connectivity with cabled and wireless LAN and WAN devices
• Answer “How To” quick-fix questions about supported mobile POS software
• Take ownership of customer issues through to resolution or escalation while providing accurate and prompt feedback both to the customer and teammates
• Follow bank policy and procedures for the proper escalation of unresolved issues to appropriate internal teams
• Be the advocate for clients by taking ownership, acting with empathy and connecting clients to solutions that meet their financial goals
• Maintain a high percentage of issue resolution within first customer interaction
• Professionally resolve conflicts and barriers while appropriately escalating concerns that may jeopardize client experience
• Work fluctuating shifts and extended hours as needed and be available for “on-call” weekend/holiday hours as requested

Required skills:

• Positive outlook and keen to learn and develop their skills while contributing to a high performing and enthusiastic team
• 1+ years experience in an inbound call center environment and/or a strong technical troubleshooting background
• 1-2 years of experience in Credit Card/Merchant Services industry experience preferred, or 1-2 years of experience troubleshooting Hardware or Software applications
• Excellent interpersonal, written, and oral communication skills
• Strong technical troubleshooting Help Desk experience in a hardware and/or software environment
• Ability to collaborate with internal and external partners to resolve complex customer escalations
• Ability to solve complex problems through root cause analysis, management by fact, and collaboration across a wide population
• Ability to express ideas in a clear and concise manner
• Strong consensus building ability with effective conflict resolution and negotiation skills
• Ability to meet productivity and performance goals
• Has a commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule.
• Has the ability to engage with clients – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections
• Has the ability to learn and adapt to new information and technology platforms

Job/role description:

• Provides expert content/professional leadership on complex IT Support assignments/projects
• Designs, develops, tests, debugs and implements more complex operating systems components, software tools, and utilities with full competency
• Coordinates with users to determine requirements
• Reviews systems under development and related documentation
• Makes more complex modifications to existing software to fit specialized needs and configurations and maintains program libraries and technical documentation
• May coordinate activities of the project team and assist in monitoring project schedules and costs
• Exercises considerable creativity, foresight, and judgment in conceiving, planning, and delivering initiatives
• Set up batch schedules through the scheduling tools
• Process adhoc job requests
• Create and update procedual documentation
• Review schedules for accuracy
• Support releases
• Process inquiries, tickets, and requests
• Work with CA7 and learn IWS for the migration
• Knowledge of REXX a plus

Preferred qualifications:

• Certification, an Associates degree or higher 3-5 years of IT Batch and Operating experience
• Knowledge of ESP, CA7, IWS, AS400, REXX
• Knowledge of MVS, JES, CICS, DB2, and VTAM commands
• Knowledge of JCL, NDM, and FTP
• Knowledge of Service Now and Microsoft Office Product
• 3-5 years of experience of Scheduling
• 3-5 years of general IBM Mainframe Operations experience
• Ability to prioritize workload
• Seasoned and well developed independent decision-making skills
• Strong customer service focus
• Excellent oral, written and interpersonal communication skills
• Familiarity with Health Care or PBM industry helpful

The Technical Support Specialist will provide front-line user support for tools, technologies and products. In this role, you will solve a wide range of problems across ABC Company’s broad technical services environment. The focus is to deliver support and solutions to ABC Company customers while serving as an advocate for customer needs. You’re interested by the way things operate and can figure out how technology works when things go wrong. You can multitask across systems and applications, analyze, isolate and resolve a variety of technical issues and comfortably navigate a technical environment to solve for a better way. You will act as the voice of the customer leveraging the company value of relationships matter to be the care provider’s most trusted partner. The team provides support on a 24/7/365 basis.

A suitable candidate is a passionate transformer who could multi-task and utilize both written & verbal communication skills to help our range of customers resolve their technical issues. You’re not only here to help fix technical issues, but also provide an outstanding customer experience. You stay focused on aligning the highest-level company priorities with effective day-to-day operations.

Responsibilities

• Support customers through troubleshooting support inquiries across a broad spectrum of products and supporting triage on behalf of customer
• Listen to customer and uses your technical expertise, creativity and intellectual curiosity to meet their needs
• Provide support across multiple channels including web requests, phone, follow-up service tickets, etc. (the amount of time will vary based on operational needs)
• Be a voice and advocate for our customers when something doesn’t feel right
• Develop detailed knowledge about specific product lines and features
• Actively seek solutions to customer needs, communicating trends to leadership and suggesting innovative solutions focused on the customer experience
• Close teamwork and interaction with Field Service, Operations, Sales, and Service Supply Chain organizations
• Ability to document technical customer issues into notes that are consumable by other users
• Able to research and grasp technical information across multiple tools while taking with customers
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges

Required knowledge and skills

• Experience supporting customers via phone, e-mail, chat, and/or in person
• Passionate transformer for customer service and ownership of the customer experience including issue resolution
• Able to self-manage and work independently in a fast-paced, continuously changing environment
• Effective time management including ability to multitask, organize, and prioritize
• Able to research and grasp technical information across multiple applications while talking with customers
• Ability to document technical customer issues into notes that are consumable by other users
• Collaborate with other team members to resolve customer issues, problems or concerns on a timely and effective basis
• Proven success in a fast-paced support environment
• Ability to deal with adversity while still delivering to expectations
• Intellectually curious and gravitates towards tools and resources that enrich you
• Available to attend required training on a fixed schedule during first shift hours
• 5% Travel

Basic qualifications

• Associate degree
• 1+ year experience in a customer support role working with computer hardware/software troubleshooting

Preferred knowledge and skills

• Experience in the healthcare industry is preferred
• One year+ experience in a customer support role
• Certification in Microsoft (MCSA), ITIL Foundation, HDI Technical Support Professional, or similar certifications
• Basic knowledge of SQL (advanced scripting, database back-up & restores)
• Basic understanding of computer systems, computer hardware, software, networking troubleshooting, and SaaS support
• Familiarity with remote desktop applications and help desk software