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 involving installation, configuration, performance, and usage; and documents bugs for the development team. The specialist also creates troubleshooting materials, performs software QA and data entry, and keeps existing clients informed about product features and support resources. Travel to industry conferences to represent CaseGuard and provide on-site client training is part of the role.
Requirements
- 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 communication skills.
- Knowledge of the Windows operating system and software applications.
Nice To Haves
- Experience with video editing and digital media.
Responsibilities
- Communicate with customers by phone, email, and chat.
- Answer questions about product functionality, plans, pricing, troubleshooting, and availability.
- Troubleshoot and resolve client-reported software issues, including installation, configuration, performance, and usage problems.
- Write troubleshooting articles about common issues and record videos that guide users through resolving problems.
- Create tickets and report software bugs to the development team.
- Perform quality assurance testing of the software.
- Enter data in various platforms.
- Manage existing client relationships and keep clients updated on product functions, tools, and help materials.
- Travel to conferences across industries, including law enforcement and government, 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
