Technical Support Specialist

Overview

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 role covers hardware and software problems, network connectivity, and user account management.

• Provide technical support and troubleshooting assistance to resolve a range of technology‑related issues, including both hardware & software, network connectivity, and user account management.
• Respond to and resolve tickets within Surgere’s standard SLA in the Hub Spot ticketing system.
• Conduct research and analysis into complex issues involving Surgere software and hardware systems; elevate as needed to the appropriate Surgere teams to ensure 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 the Customer Experience team to identify recurring issues and suggest process/training improvements.
• Create and maintain knowledge base articles for the Hub Spot 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”.

Knowledge, Skills and Abilities:

• 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 non‑technical 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 escape 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 Surgere’s core values of caring, trust, sense of urgency, responsibility, passion, and persistent discovery in all matters at all times.
• Builds authentic relationships to enhance 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 continual expansion of knowledge and skills.

The Technical Support Specialist provides troubleshooting and technical support for hardware, software, and network issues for customers and users. They are also responsible for documenting processes, maintaining knowledge base articles, and performing on‑site hardware troubleshooting.