Support Specialist

Description

Support Manager

None

The Technical Support Specialist provides front-line technical support to both internal staff and external customers, ensuring timely and effective resolution of technical issues. This role requires a strong technical background and excellent communication skills to address software, hardware, and connectivity concerns. The Technical Support Specialist is responsible for troubleshooting, managing IT assets, assisting with onboarding and offboarding processes, and offering technical training.

This position plays a critical role in maintaining operational efficiency and delivering high-quality customer service while collaborating closely with the IT team to meet company objectives.

• Providing support and technical issue resolution through phone, email, instant messaging, and remote support tools.
• Managing support tickets for effective and timely resolution.
• Troubleshooting and resolving issues related to:
  Software installation and performance. Hardware troubleshooting, installation, and repair. Email account and domain name configuration.
• Acting as the primary point of contact for workstation hardware and software issues, including initial deployment and asset return upon employee separation.
• Identifying and advising on operational issues in customer computer systems relative to company products and services.
• Acting as a resource for technical-related training to customers and staff.
• Communication & Documentation:
• Effectively presenting information and responding to questions from managers, staff, and customers.
• Promptly answering support-related emails, phone calls, and other electronic communications.

• Occasionally traveling to provide on-site tradeshow support.
• Additional duties and responsibilities as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the required knowledge, skill, behavior, or ability.

• Hybrid work environment.
• Insurance coverage - medical, dental, vision, supplemental, flexible spending account
• Complete insurance coverage - life, long-term disability
• 401(k) with company match
• Holiday pay and Paid Time Off

SAGE's flagship SAGE Online™, SAGE Web™, and SAGE Mobile™ research and business management services, SAGE also provides the industry with other product research services, order management, CRM, project management, websites, and e-commerce solutions, end-user catalogs, payment processing, tradeshow management services, and lead retrieval software. SAGE is the exclusive technology provider for Promotional Products Association International (PPAI) members, the industry's non-profit association, and Promotional Products Professionals of Canada (PPPC) members, Canada's non-profit association.

SAGE was voted one of the best places to work for the promotional products industry in 2022 and 2023.

SAGE is an equal opportunity employer and does not discriminate based on race, creed, color, sex (including pregnancy, gender identity, and sexual orientation), age, national origin, religion, disability, veteran’s status, or any other characteristic protected by federal, state, or local laws.

• High school diploma or GED required, and college or technical certifications preferred.
• Minimum of 1-year related support experience and/or training, or equivalent combination of education/experience.
• Familiarity with APIs is a plus.
• Basic Knowledge of Office 365, email delivery protocols, Internet, and DNS protocols.
• Strong multitasking and independent work capabilities.
• Excellent problem-solving skills with the ability to respond to customer inquiries quickly and professionally.
• Skilled at communicating technical information to non-technical audiences.
• Strong oral and written communication, organizational, interpersonal, and customer service skills.
• Frequently required to sit, type, handle small objects, and communicate by phone or in person.
• Occasionally required to lift computers or items up to 25 lbs. and to stand or walk.
• Ability to travel on request.
• Ability to work on in-office projects upon request.
• Must maintain reliable, fast internet (50
  
  Mbps down / 5
  
  Mbps up per person)