Technical Support Specialist at TEKsystems

Description:

We are seeking a Tier 2 Technical Support Specialist to join our dynamic team. The ideal candidate will be passionate about technology, possess strong communication skills, and have a knack for problem-solving. As a Tier 2 Technical Support Specialist, you will play a pivotal role in assisting our clients with technical issues, providing guidance on product usage, and delivering top-notch customer service.

Top Skills Details:

Technical support ,LAN/WAN, android, Technical Product Support, SaaS Support

Additional Skills & Qualifications:

• Provide technical customer support via phone, email, chat, and remote assistance

• Diagnose and troubleshoot hardware and software issues related to digital signage solutions

• Guide customers through installation, configuration, and setup processes

• Collaborate with cross-functional teams, including sales, engineering, and product development, to resolve complex technical issues

• Document and track customer interactions, issues, and resolutions using our Salesforce ticketing system

• Educate customers on product features, best practices, and troubleshooting techniques

• Identify and escalate critical issues to appropriate internal teams for further investigation and resolution

• Review device logs and network Pcaps to discover issues with the product

• Assist with logistics of RMA and New orders

• Provide feedback to internal teams based on customer interactions to drive product improvements and enhancements

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience)

• Proven experience in a customer-facing technical support role for a SAAS Company, preferably in the digital signage industry or related field

• Strong understanding of hardware, software, and networking concepts

• Excellent communication skills with the ability to effectively convey technical information to non-technical audiences

• Exceptional problem-solving skills with a keen attention to detail

• A basic understanding of writing API scripts

• Networking certifications or equivalent experience for troubleshooting with customers

• An understanding of Firewalls and security to assist with discovering issues with the customer infrastructure

• Ability to thrive in a fast-paced environment and manage multiple priorities simultaneously

• Experience with ticketing systems and customer relationship management (CRM) tools

• Proficiency in troubleshooting Mac OS, Android devices, Google Suite, Airwatch, Sophos

• Familiarity with digital signage softw

Experience Level:

Intermediate Level

Benefits: 

• Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision

• Critical Illness, Accident, and Hospital

• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available

• Life Insurance (Voluntary Life & AD&D for the employee and dependents)

• Short and long-term disability

• Health Spending Account (HSA)

• Transportation benefits

• Employee Assistance Program

• Time Off/Leave (PTO, Vacation or Sick Leave) 

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.