Technical Support Jobs

About The Position

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”.