Technical Support Specialist

Connect America

About The Position

The Technical Support Specialist will be responsible for assisting customers by diagnosing and resolving technical issues related to products or services, including setup and configuration to ensure successful deployment. This role involves responding to customer inquiries via phone and email, troubleshooting product or connectivity issues, and providing clear, step-by-step guidance and solutions. The specialist will also document issues, resolutions, and customer interactions, follow up to ensure customer satisfaction, and educate customers on proper product usage and best practices. Additionally, the position requires conducting pre-installation readiness checks, guiding customers through installation processes, troubleshooting installation-related issues, verifying system functionality after installation, and providing initial user training and documentation. Coordination with technical or field teams will be necessary as needed.

Requirements

Portal, CRM, Telephony, and Product training
Ongoing technical and customer service training
Knowledge base and procedure updates
Product-specific installation training
Hands-on and supervised installations

Responsibilities

Assist customers by diagnosing and resolving technical issues related to products or services
Assist customers with setup and configuration to ensure successful deployment
Respond to customer inquiries via phone and email
Troubleshoot product or connectivity issues
Provide clear, step-by-step guidance and solutions
Document issues, resolutions, and customer interactions
Follow up to ensure customer satisfaction
Educate customers on proper product usage and best practices
Conduct pre-installation readiness checks
Guide customers through installation processes
Troubleshoot installation-related issues
Verify system functionality after installation
Provide initial user training and documentation
Coordinate with technical or field teams as needed