Technical Support Specialist

SUMMARY:

This position will be responsible for handling software and hardware issues that come in from corporate and franchise store locations. It is our top priority to treat our franchises and corporate store managers with excellence in customer service. This position requires frequent travel with a homebase in the Vancouver/Portland area.

other duties as assigned

• Diagnose, troubleshoot and assist in resolving technical hardware and software issues.
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Assist a new franchise with its’ technical requirements during and immediately after the installation.
• Track issues through to resolution, within agreed time limits. Ensure all issues are properly logged.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.

• Ask customers targeted questions to quickly understand the root of the problem.
• Properly elevate unresolved issues to appropriate internal teams (e.g. software developers, hardware staging, management, etc.).
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide accurate tech solutions.
• Prioritize and manage several open issues at one time and be self-managed on getting assigned work completed.
• Document technical knowledge in the form of notes, knowledge base articles or other forms of documentation.
• Provide input back to the team on improvements in the areas of software, hardware, training, and other things that would make the customer experience better.
• Maintain punctual, regular and predictable attendance.
• Work collaboratively in a team environment with a spirit of cooperation.
• Display good communication skills.
• Respectfully take direction from Supervisor.

Ability to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High School Diploma or GED required

• Associates degree in Computer Science or Management Information Systems preferred
• 1-3 years of job experience in technical support – including both software and PC hardware support
• Windows Operating System
• Microsoft Office
• Basic PC desktop hardware knowledge
• Experience working with a support ticket or IT help desk software system
• Basic IT networking skills preferred

• Fluent in English
• Excellent written and verbal communication skills

• None

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lifting up to 15 pounds
• Bending, stooping, reaching
• Sitting up to 8 hours a day
• Occasional travel to domestic sites and some international travel (approximately 40%).

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 5 day work week, covering Saturdays and Sundays and 3 other weekdays.

Job Type: Full-time

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

• 5x8
• 8 hour shift
• Weekends as needed

• Technical support: 1 year (P