Technical Support Specialist

Surgere•Uniontown, OH

12h

About The Position

The Technical Support Specialist is responsible for providing technical support and troubleshooting assistance to Surgere customers and Interius users in a timely and professional manner. The Technical Support Specialist will help resolve a wide range of technology-related issues, including hardware and software problems, network connectivity & user account management.

Requirements

Proven experience in a help desk or technical support role
Strong knowledge of hardware, software, operating systems & networking fundamentals
Strong analytical and problem-solving skills
Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Ability to explain technical issues to technical and nontechnical employees and customers
Willingness and ability to learn and navigate new technologies and software applications
Excellent attention to detail, organizational, and time management skills
Ability to prioritize tasks and escalate when appropriate
Demonstrated ability to work as part of a team
Must be self-motivated and able to adapt to a rapidly changing environment
Demonstrates in word and action Surgere’s core values of caring, trust, sense of urgency, responsibility, passion and persistent discovery, in all matters at all times.
Builds authentic relationships in the service of enhancing individual and team performance to support Surgere’s work.
Listens and expresses self effectively and in a manner that reflects a true understanding of the needs of the audience.
Demonstrates and fosters a strong commitment to achieving goals in a manner that provides quality experiences.
Leads self and others through change by navigating ambiguity appropriately and adapting well to new situations, obstacles, and opportunities.
Demonstrates effective interpersonal skills.
Is dedicated to the improvement of own capabilities and demonstrates this through the continual expansion of knowledge and skills.

Responsibilities

Provide technical support and troubleshooting assistance to resolve a range of technology-related issues, including both hardware & software, network connectivity, & user account management.
Respond to and resolve tickets within Surgere’s standard SLA in the HubSpot ticketing system.
Conduct research and analysis into complex issues involving Surgere software and hardware systems; escalate as needed to the appropriate Surgere teams ensuring prompt resolution.
Installation and configuration of Surgere’s software on middleware and RFID devices.
Identify and document standard processes within the Customer Care Department.
Collaborate with Customer Experience team to identify recurring issues and suggest process/training improvements.
Create and maintain knowledge base articles for HubSpot Support Portal.
Provide sandboxing and on-site troubleshooting of hardware.
Assist with client program set-ups and integrations.
Perform other related duties as assigned.
Make 100% of Surgere customers “Raving Fans”.