Technical Support Team Overview

• The Technical Support team is primarily responsible for handling issues/requests from our clients. This may be with technical assistance regarding software, custom built applications, hardware, or network related issues. We also provide assistance with how-to training related questions or a customer service-related issue. The team is responsible for maintaining professional, comprehensive, and timely communication with our clients.

Position Purpose and Impact

• The Aspira Solutions Business Technical Support Specialist is responsible for handling client inquires/questions/issues, documenting, troubleshooting, and resolving hardware, network, software, application, technical, and customer service-related issues. The Technical Support Specialist is responsible for maintaining the client relationship throughout the life cycle of the client’s issues/questions/inquiry. Issues are submitted to the team through various methods such as the client portal, phone calls, emails, and chat. The individual must be a team player, proactive, and an established problem solver. Will assist with training other team members and new team members on best practices, procedures, and technical aspects of the job.

Responsibilities

• Provide remote support to clients by troubleshooting hardware, network, software, application, technical and customer service-related requests/issues/questions/inquiries.
• Provide resolution to issues in accordance with service level agreements.
• Maintain regular updates and appropriate status for cases.
• Deliver solutions by identifying problems, researching answers, and guiding users through corrective steps.
• Educate clients and explain features and functionality of software applications.
• Installing, configuring, diagnosing, repairing, and upgrading hardware and equipment.
• Maintaining data and inventory related information.
• Evaluating point of sale related hardware and software including PCs, tablets, mobile devices, printers, scanners, swipes, cash drawers, switches, routers, modems, network related equipment, operating systems, firmware, and custom software.
• Basic network troubleshooting.
• Maintaining advanced knowledge of products and/or services.
• Monitoring call, case, chat, and related queues for incoming requests/issues/questions/inquiries.
• Translate complex technical details/instructions to clients.
• Use outstanding customer service to troubleshoot and resolve issues in a timely manner.
• Actively monitor case workload and drive closure within Service Level Agreements (SLAs).
• Complete all documentation requirements in alignment with department policies.
• Utilizes department and company ticketing systems to manage and resolve client needs.
• Achieve and maintain satisfactory and above client service metrics and various Key Performance Indicators (KPIs).
• Maintain consistent observation and compliance with all department and Aspira policies and procedures.
• Service each client with excellent service defined by a friendly and professional attitude, keen problem-solving, and effective knowledge of the department’s workflows, processes, and products and services.
• Leading the Department culture as an extension and representation of Aspira Company culture, fostering teamwork, collaboration, transparent communication, and accountability within all actions.
• Observing a flexible schedule as needed and supporting the department and team with other duties as needed or assigned.

Qualifications

• Excellent problem-solving, communication, documentation, interpersonal skills, and patience.
• The ability to work in a team environment and ensure cohesive workflows between interdepartmental teams. Customer and team focused attitude.
• Technology background or strong personal interest in technology. Proficient ability to type at >50 words per minute, utilize computer resources including online applications, portals, and Company software, and perform tasks via telecommunication tools with a pleasant and comprehendible tone and enunciation.
• Ability to troubleshoot and resolve difficult problems.
• Strong work ethic and high level of initiative and efficiency.
• Practices excellent verbal and written communication skills, following all policies for client handling, ensuring need-to-know information, escalations, or follow-ups are handled or shared with proper contacts, and tailoring communication to the client’s needs.
• Ability to learn quickly in a self-directed environment with minimal supervision and maintain professional presentation in a corporate environment.
• Strong organization and time management skills. Ability to adapt to change, changing priorities and going from task to task quickly and efficiently.
• Ability to manage multiple high priority issues simultaneously.
• Dependable in regards to attendance and punctuality.
• Create and maintain internal and client facing documentation.
• Maintains a courteous and professional manner which includes a calm and sophisticated disposition, not easily frustrated, stressed, or offended.
• Strong analytical and problem-solving skills. Successfully able to troubleshoot in alignment with company process and guide a user through various instructional steps to explore and resolve an issue. 

Desired Education and Experience

•  Technical certification or Associate Degree in Information Technology or other related discipline preferred.
• 2 – 4 years’ inbound/outbound Help Desk experience providing client issue resolution, call ticketing resolution, and service request resolution and documentation.
• 1 – 2 years’ experience providing end-use support and software/hardware troubleshooting.
• COMPTIA certification(s) beneficial.
• Prior work experience in maintaining timely and detailed easy to read and error-free documentation ensuring trouble-tickets and service requests are updated accurately.

Desired Hardware and Software Competency

•  Microsoft Suites Intermediate Level: Professional usage of suites in an office setting
• Working knowledge of Microsoft t Windows workstation and service environments.
• Working knowledge of small office/home networking and Internet protocols (HTTP, TCP/IP, etc.)
• Working troubleshooting knowledge for internet connectivity and security, basic computer system environments and peripheral device capabilities.
• Intermediate skills demonstrated in any software and/or hardware related technology.

General Physical Demands

•  The below physical demands are representative of those required to successfully perform the essential functions of this job.
• Visual Acuity: Close visual acuity to read and analyze data on a computer monitor.
• Hearing Ability: Must be able to communicate effectively in person, over the phone, and through electronic media.
• Manual Dexterity: Operation of a phone, keyboard, mouse, and general office equipment.
• Repetitive Motion: Regular and consistent use of hands and fingers for typing, writing, and other computer-related tasks.
• Lifting and Carrying: Occasional lifting and carrying of office supplies and materials weighing up to 10 pounds.
• Sedentary Work and Body Position: The majority of work is performed while stationary or sitting at a desk or computer workstation. Prolonged periods of sitting and working on a computer are required. The ability to maintain the required body positions for extended periods, including sitting and using a computer is required. The ability to move within an office setting as well as departing and returning to a workstation punctually for assigned breaks periods is required.