Client Information Technology Support Specialist
About The Position
The Client Information Technology Support Specialist is the primary point of contact for clients, providing support by phone, email, and chat. The role answers questions about product functionality, plans, pricing, troubleshooting, and availability; resolves software issues related to installation, configuration, performance, and usage; documents bugs and collaborates with the development team; and supports clients with current product information and help materials. The position also includes quality assurance, data entry, creating troubleshooting resources, and travel to industry conferences to represent CaseGuard and provide on-site client training. CaseGuard develops redaction software for organizations including law enforcement and federal agencies, hospitals, schools, and airports. The company describes itself as focused on software design, product development, creativity, technical expertise, and collaboration.
Requirements
- A bachelor's or associate's degree in Information Technology, Computer Science, or a related field.
- 1–3 years of relevant work experience.
- Strong technical support skills, including troubleshooting desktop computers and other information technology needs.
- Excellent phone etiquette and verbal, written, and interpersonal skills.
- Knowledge of the Windows operating system and software applications.
Nice To Haves
- Experience with video editing and digital media.
Responsibilities
- Communicate with customers via phone, email, and chat.
- Answer questions about the product, plans, pricing, troubleshooting, and availability.
- Troubleshoot and resolve client software issues involving installation, configuration, performance, and usage.
- Write troubleshooting articles about common issues and record videos that guide users through resolving issues.
- Create tickets and report bugs for the development team to fix.
- Perform quality assurance on the software.
- Enter data in various platforms.
- Manage existing clients and keep them updated on product functions, tools, and help materials.
- Travel to conferences across various industries, including law enforcement and government agencies, to represent CaseGuard and provide on-site client training.
Benefits
- Competitive salary.
- Stock option.
- Medical, dental, and vision insurance.
- 401(k).
- Paid vacation.
- Ten paid holidays per year.
- Friendly and learning environment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
