Technical Service Specialist

Arbitration Forums Inc.•Tampa, FL

8h•Remote

About The Position

The Technical Services Specialist provides second-level technical support to internal and external users, handling transferred calls and tickets to troubleshoot issues, advise on resolutions, and perform various application and desktop support tasks. This role also involves end-user security administration for AF’s production website. Issues beyond the scope of this role are escalated to senior specialists or other technical experts.

Requirements

Minimum of 3 years equivalent work experience
Strong knowledge of computer hardware, including desktops, laptops and printers.
Proficient with desktop and server operating systems including the current Windows and mac operating systems.
Application support experience with multiple browsers including Edge, Chrome and Firefox.
Working knowledge of Office products, WebEx, Antivirus.
Working knowledge of various diagnostic utilities.
Application installation & hardware phone troubleshooting experience.
Knowledge of relevant ticket tracking applications.
Knowledge and experience of customer service practices.
Employee must be able to listen to and understand user phone calls.
Employee must be able to verbalize or write issue resolution in a clear, understandable way.
Employee must be able to read and understand manuals and instructions for computer hardware and software applications.
Employee must be able to use standard level math for adding and subtracting amounts provided my member users.
Employee must be able to understand the user’s issue and decide on the best steps to the resolution.
Employee must discern the best procedures for installing new hardware or software applications.
Being able to prioritize user issues based on criticality.
Decide which department an issue needs to be escalated to.

Nice To Haves

College diploma or university degree in the field of computer science or information sciences, a plus.
Industry-related Certification(s) a plus

Responsibilities

Respond to requests for technical assistance via phone, email or instant messaging.
Log all Technical Services interactions using the ticketing system.
Monitor/follow-up with users to ensure problems have been adequately resolved.
Redirect unresolved issues to Sr. Technical Services Specialists, follow-up to learn resolution and determine if this should be resolved at the Technical Services level for further related calls.
Research and access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Assist in development and dissemination of help sheets, usage guides, and FAQ lists for end users.
Communicate effectively with all business units and at all levels of staff.
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
Attend training to broaden knowledge of current and future Technical Services issues and technologies.
Identify and immediately escalate situations requiring urgent attention.
Stay abreast of latest technology, and the impacts to requests and incident management, including but not limited to: Artificial Intelligence, Large Language Models, Data Analytics, Data Science, Application Programming Interfaces, Software as a Service/Cloud Shared Responsibility Models, Cypress, and Dynatrace.
Meet or exceed SLA targets for response time, resolution time, and customer satisfaction.
Support operational hours Monday through Friday, between 7:00 a.m. and 6:00 p.m., and participate in on‑call rotations as required.
Secondary work assignments are assigned by the manager, and guidance may be provided by the Sr. Technical Services Specialists as time permits.
If no priority or time sensitive secondary tasks are pending, the Technical Service Specialist may determine which secondary tasks need attention or what end user training needs there are and work to develop and disseminate materials for users.