Technical Support Specialist

Position Summary

J. J. Keller is looking for a Technical Support Specialist to join our Technology Solutions team! J. J. Keller was founded over 70 years ago and we provide over 90% of the Fortune 1000 companies with solutions and expert insights to help create safe work environments and simplify the complexities of compliance. With over 7 million employers in this country, the need for our solutions is always growing.

The Product Support Specialist provides high quality support to external and internal clients for cloud-based applications and hardware. This includes assisting clients in the resolution of reported issues, maintaining documentation of all support calls, and providing internal client support as needed.

This position has the ability to work a hybrid schedule of 3 days/week in office, 2 days/week work from home.

• Monday - Friday 7:00 a.m.
  
  - 3:30 p.m.
• Monday - Friday 8:00 a.m.
  
  - 4:30 p.m.
• Monday - Friday 8:30 a.m.
  
  - 5:00 p.m.

• Starting pay of $21.50/hr.
• 17 days of PTO annually + 8 Paid Company Holidays + 1 Paid Floating Holiday
• Annual Reviews + Merit Increases + Quarterly Bonus Program
• New Hire On-the-Job Training
• Career Growth Opportunities
• Medical + Dental + Vision Insurance
• Free Onsite Wellness Clinic for associates near our corporate office + free telehealth coverage for all associates
• Free access to FLEX by Fitness on Demand providing 24/7 access to online workout and wellness programs
• 401(k) with Employer Match + Company-funded Profit Sharing

• Provides client support for any Technology Solutions products/services via phone, email, chat, etc. Meets department metrics for number of calls, resolution time etc.
• Provides guidance to customers on the use of software applications and hardware devices.
• Independently analyzes and resolves support issues in line with knowledge level. Follows proper troubleshooting steps, asks clarifying questions, and discovers underlying causes of issue.
• Follows escalation procedures to provide a seamless customer experience and allows the team to effectively resolve customer inquiries.
• Tracks all client interactions including contacts, suggestions and resolution to issues in tracking software.

• High School Graduate or General Education Degree (GED).
• 1+ year of customer service experience, preferably in a high-volume, service environment.
• Experience supporting mobile applications or cloud-based applications a plus.
• Ability to learn and utilize a variety of software applications.
• Experience with smartphone applications.
• Strong technical aptitude and interest.

• Proficient in the use of a PC and able to flow seamlessly between multiple systems and applications.
• Ability to utilize a variety of applications and connected devices.
• Commitment to providing outstanding client service.
• Quality minded and detail oriented.
• Ability to work in a fast-paced environment.
• Strong problem-solving skills.
• Professional communication skills in a variety of channels such as phone, email, chatrooms, etc.
• Empathy and de-escalation skills.

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time.

J. J. Keller & Associates, Inc. is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.