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Technical Support Specialist

Our client helps financial institutions manage their expenses with easy to use software that maintains transparency, accountability and regulatory compliance.

Technical Support Specialist

The Technical Support Specialist will provide technical support and problem resolution to end-users (clients) through question diagnosis and desktop interaction via remote access software, while guiding users through step-by-step solutions.  Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling software applications, verifying proper software configuration, and assisting with navigation through application menus.

Essential Functions:

  • Deliver service and support to end-users via telephone and Desktop interaction.
  • Interact with clients to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Offer alternative solutions where appropriate with the objective of client satisfaction.
  • Record all Support Case notes that are pertinent to symptoms, solutions, and interaction with the client in case notes (Microsoft CRM).
  • Identify and escalate priority issues to the Client Support Managers.
  • Follow up and make scheduled call backs to clients where necessary.
  • Complete objectives assigned by Project Managers related to implementation projects.
  • Stay current with software functionality, changes and updates.
  • Test latest software releases, and provide feedback to the Vice President of Support and Implementations.
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