Technical Support Team Overview

• The Aspira Solutions division 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 for 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 Technical Support Representative is responsible for servicing clients, while displaying a visible investment in ensuring the client receives best-in-class service from start to finish, delivering solutions to our clients by identifying problems from incoming issues/requests. Any issues/requests that are unresolved, must be routed appropriately for further review. The position is responsible for providing assistance regarding ‘how to’ type of questions, training requests, or educating clients by explaining features/functionality of software, hardware, or networking. We are to help ensure each of our clients stay fully functional and working properly. Each team member must provide outstanding customer service in every client interaction.

Responsibilities

• Provide remote support to clients by troubleshooting software, custom built applications, hardware, or network related issues.
• Guide clients through the setup of hardware, software, and networking to support the system.
• Guide clients through diagnostic and troubleshooting.
• Translate technical details or troubleshooting steps to clients with varying levels of experience.
• Provide resolution to issues in accordance with service level agreements.
• Collaborate with team members to help investigate and resolve problems.
• Provide training/guidance to clients as needed.
• Responsible for the documentation of all pertinent information that fully encompasses each issue/request, and documentation completion in alignment with department policies.
• Maintain knowledge of technology/hardware/software to support our clients.
• 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 as needed and supporting the department and team with other duties as needed or assigned.

Qualifications

• Excellent interpersonal and customer service skills.
• Leads all facets of this position with a client-first approach.
• Maintains a courteous and professional manner which includes a calm and sophisticated disposition, not easily frustrated, stressed, or offended.
• 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.
• Aptitude for 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.
• 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.

Desire Education and Experience

•  1 – 2 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.
• Training, coursework, certificate, or degree in a related technology field with COMPTIA certifications 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 at all stages before closure or escalation.

Desired Hardware and Software Competency

•  Microsoft Suites Intermediate Level: Professional usage of suites in an office setting
• 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.