Product Support Specialist Tech 1

Hearst • Greensboro, NC

5h

About The Position

The Product Support Specialist provides customer-oriented technical support to end-users experiencing software and hardware difficulties. Serving as a front-line company representative, this role resolves basic to complex issues involving the company’s software and third-party software, helping maintain customer value according to company standards. Support is provided primarily by telephone and remotely, with requests tracked and documented through a computerized ticketing system.

Requirements

• Excellent oral communication and organizational skills.
• Determination to deliver superior customer service.
• Ability to understand, troubleshoot, and resolve technical issues.
• Strong knowledge of Microsoft Office and Windows, including Windows XP, 7, and 10, and the Windows Remote Desktop application.
• Ability to communicate with diverse audiences.
• Understanding of mid- to high-level technical concepts.
• Bilingual ability.
• AAS or BS in Computer Science, Computer Engineering Technology, or a similar field; equivalent background experience will be considered.
• Two years of IT or technical help desk and/or PC support experience highly preferred.

Nice To Haves

• Microsoft A+ or other computer certifications are highly desired.
• Understanding of automotive technology or medium/heavy-duty mechanics is a plus.
• Two years of IT or technical help desk and/or PC support experience is highly preferred.

Responsibilities

• Provide telephone support to end-users experiencing technical difficulties.
• Troubleshoot, diagnose, and remotely resolve technical hardware and software issues.
• Research end-user questions.
• Guide end-users through corrective measures with confidence and composure.
• Identify and escalate support situations requiring urgent attention.
• Track and route support requests through a computerized ticketing system and thoroughly document resolutions.
• Prepare activity reports.
• Stay current with product upgrades, system information, and business updates.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree