Support Specialist

Gulf Coast Automation Group•Chicago, IL

6d•$30•Hybrid

About The Position

TalentFish is casting a line for a Support Specialist (midlevel) this is a 6 month plus contract to hire role. In this role you will work with a fast-paced digital marketing operations team. You will establish, manage and enhance the support framework. You will work with ticketing and issue resolution and support the setup of new processes focused on continuous improvement. If you love making an impact optimizing and implementing strategies for improved workflows and working in exciting creative environments this is the role for you! Qualified candidates must be eligable to work in the US without requiring sponsorship now or in the future

Requirements

Bachelor's degree in business administration, Communication, Education, Marketing, Information Technology, Computer Science or another related field
2-3 years' experience providing technical support
Familiarity with ticketing systems such as Jira, Service Management, Freshservice, etc.
Experience setting up support processes and training
Excellent written and oral communication skills and attention to detail
Experience building and maintaining relationships and collaborating with a diverse range stakeholders
Independent self-managed and organized, prioritized tasks, and execute deliverables proactively
Experience synthesizing complex project data and information and communicating information effectively
Demonstrate confidence, curiosity and comprehension

Responsibilities

Ticketing triage, evaluating incoming support tickets to determine the severity and urgency of each issue
Prioritize and categorize issues
Delegate tasks to the appropriate team members or departments for timely resolution
Track issues against established SLAs; (creating and maintaining an ongoing list of deliverables and assets required for each ticket resolution)
As part of process creation, you will collaborate with cross-functional teams to establish and refine early support processes for projects
Contribute to the development and improvement of support workflows
Implement strategies to streamline issue resolution and enhance overall efficiency.
Develop training materials for clients and internal team members surrounding support processes
Conduct training sessions for both clients and internal team members to ensure end-users are proficient in handling various support scenarios
Create and maintain comprehensive documentation for internal reference and knowledge sharing, continuous Improvement: Monitor support processes and identify areas for improvement
Propose and implement enhancements to optimize the efficiency of issue resolution
Collaborate with stakeholders to gather feedback and insights for continuous process improvement