Technical Support Specialist

Type:  Full-time, hourly

Location:  Beaverton, OR

Travel:  0%-5%

Reports to: Director of Professional Services

TECHNICAL SUPPORT SPECIALIST

 

Summary: Supports the North American customer base of approximately 4,000 end users and resellers.  Provides a wide range of services to customers including problem diagnosis, LAN troubleshooting, and comprehensive support for shrink wrap software applications.

 

Duties include:

 Provide first level technical support to various customer inquiries received via telephone, e-mail and voicemailLog and track all support calls to resolutionAssist other Technical Service Specialists, insuring that major technical support issues are properly addressedTest and analyze software products as assignedWrite and edit technical support knowledgebase articles

 

 

Requirements:

 

Minimum 2 year Technical Degree required

 

Must have at least 2 years experience supporting software applications.

 

Windows 98/2K/NT/XP experience.  Active Directory and TCP/IP experience desired.

 

Superior administrative and communication skills.

 

Sufficient technical, verbal, written and interpersonal skills to work with customers that range from non-technical school teachers to IT professionals.

Ability to provide telephone support and deliver technical assistance. Ability to analyze problems and provide solutions to customers, multi-task between support calls, problem determination, resolution and documentation. Organize and prioritize workload, work well under pressure, quickly learn software.

Help to secure new software customers as part of a team, pre and post sale
 
Work schedules fall between 6:30 am – 5:00 pm Monday - Friday.