Technical Support Specialist

Extensis • Portland, OR

209d

About The Position

The Technical Support Specialist is a critical role, providing exceptional support to our corporate customers. Our customer's success with our products is our number one objective. You will assist by answering client questions in the customer queue, documenting cases, handling email and chat questions, assisting with customer escalations, maintaining knowledge base articles and more. You will also answer questions and provide assistance to members of other internal teams. This role requires a customer mindset, team mentality and curiosity.

Requirements

• Degree in Technology or equivalent experience
• Minimum 1 year of experience supporting users in a technical role, via phone, chat, email and using person to person screensharing technologies
• Great attitude and a passion for helping customers resolve their product or website related issues
• Professional, courteous demeanor in all forms of communication
• Ability to learn quickly, adapt existing knowledge, and be resourceful when difficult issues arise
• Work cooperatively with members of other departments, which includes assisting the sales team with pre-sale and post-sale support
• Timely, responsible, and dependable with the ability to thrive in a remote environment with little direct supervision

Nice To Haves

• Working experience with Windows Server operating systems
• Familiarity with Virtual Machines and cloud-based environments
• Creative technology experience (graphic file formats, graphic design, pre-press workflow)
• Understanding of digital photography and video
• Technical Certifications in any of the following areas is desired and helpful for this position: Networking Concepts (CompTIA, MCP, etc.), Microsoft technologies (MCITP, MCSA, etc.), What Apple OS X Server technologies (ACTC, ACSA, etc.)

Responsibilities

• Maximize the success of our customers by being an advocate for them with our products in office, remotely or in person
• Help customers to drive user adoption of our available online technical resources
• Document all cases in a customer relation management (CRM) database
• On a rotating basis (one month per quarter), be available 'on-call' in a 24x7 capacity

Benefits

• Generous PTO allowance
• 11 paid holidays per year
• 401(k) Plan
• Education reimbursement
• Access to professional and personal development programs
• Paid time off to volunteer to the cause of your choice
• Programs offered throughout the year to support the health of our people

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree
• Number of Employees: 51-100 employees