Technical Support Specialist
Pedigree Technologies LLC - Fargo, ND

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Job Summary:
Seeking an individual with the talent and experience needed to provide first level technical support, including problem diagnosis and resolution, setup and management of customer software, and telephone, email, and one-on-one technical support.

Knowledge and Skills:
Minimum Associate’s Degree required
Technical support experience preferred
Excellent communication skills – written and verbal
Excellent team work skills and strong customer service methodologies
Proven multi-tasking, prioritization, organization and coordination skills

Job Responsibilities:
Consult with users to determine and resolve hardware and software issues
Perform data analysis and troubleshooting to isolate and diagnose client technical issues
Provide telephone, e-mail and network alert response and utilize CRM and ticketing system to document and track open problems, billable time, and contracted time
Responsible for keeping customer systems documentation up to date
Provide detailed and effective communication to internal team. Follow escalation process for ongoing customer issues
Work directly with vendors to identify solutions and actively apply those solutions for improving the client’s infrastructure
Continuously strive to improve client support by identifying opportunities and recommending solutions for improving services efficiency and effectiveness
Monitor customer networks via internal reporting tools; help resolve network and system problems, perform break-fix troubleshooting on client network and systems and escalate to engineers
Utilize established script to use for customer calls