Technical Service Specialist - 3rd Shift

Metro Communications and Conxxus•Sullivan, IL

1d•Onsite

About The Position

The Technical Service Specialist provides expert technical support and troubleshooting assistance to customers, resolving complex product issues and ensuring optimal customer satisfaction. This role serves as the primary technical liaison between customers and internal teams, delivering solutions for product and service related inquiries and technical challenges.

Requirements

Degree in Computer Science or related technical field, OR equivalent experience
1+ years of experience in technical support, customer service, or related field
Strong analytical and problem-solving skills
Basic understanding of relevant technologies
Excellent written and verbal communication abilities
Ability to explain complex technical concepts to non-technical audiences
Professional phone and email etiquette
Technical aptitude and ability to learn new technologies quickly
Systematic approach to problem-solving and troubleshooting
Customer service orientation with patience and empathy
Strong interpersonal skills for cross-functional collaboration
Ability to remain calm under pressure and handle difficult situations
Ability to work independently and prioritize multiple tasks

Nice To Haves

Industry certifications relevant to the company's products/services
Experience with remote diagnostic tools and software
Previous customer-facing role experience in a technical environment
Experience with data analysis and reporting tools

Responsibilities

Respond to technical inquiries via phone, email, tickets and chat, providing timely and accurate solutions to customer problems
Maintain high customer satisfaction scores and response time standards
Diagnose and resolve complex technical issues with products, systems, or services using systematic problem-solving approaches
Utilize diagnostic tools and remote access software to identify and fix technical problems
Create and maintain technical documentation, knowledge base articles, and troubleshooting guides
Contribute to continuous improvement of support processes
Identify when issues require escalation to engineering teams or senior specialists
Track and manage customer service tickets through completion, ensuring proper follow-up
Maintain detailed notes of customer interactions and technical solutions