Support Specialist

Job Description

Are you passionate about providing exceptional technical support? We're seeking a motivated Support Specialist to join our team. In this role, you'll be the first point of contact for end-users and IT specialists, assisting them via phone and email with their technical inquiries. Your primary objective will be to resolve incidents promptly at the Tier I level, documenting each step thoroughly and escalating complex issues when necessary.

If you're detail-oriented, customer-focused, and thrive in a fast-paced environment, we want to hear from you. Join us and become a vital part of our support team, contributing to our mission of delivering outstanding service to our clients.

The Support Specialist role aims to provide efficient and effective first-level technical support to end-users and IT specialists through phone and email communication channels. By promptly addressing inquiries and incidents, documenting detailed troubleshooting steps, and collaborating with senior staff on complex issues, the Support Specialist ensures timely resolution while adhering to established policies and procedures. This position requires strong problem-solving skills, attention to detail, and the ability to adapt quickly to changing situations, ultimately contributing to exceptional customer service delivery and client satisfaction.

The principal duties of the Support Specialist include the following

• Assist end-users and IT specialists by phone and email with first-level technical support; working to resolve as many incidents as possible at the Tier I level, this includes calling end-users as needed
• Create new or update existing tickets and ensure each ticket contains detailed documentation which outlines the problem, troubleshooting steps taken and final resolution (if applicable)
• Follow training and documentation for all necessary troubleshooting steps
• Escalate more complex issues to senior staff and work with them on projects and troubleshooting issues as needed
• Respond in a timely manner to requests when resolving issues
• Document changes within established parameters and escalated those which need higher level review
• Contribute knowledge and updated information to maintain the Knowledge base, participate in group chat environments as a resource
• Learn new clients
• Follow set policies and procedures when assisting clients to ensure proper handling of requests
• Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis
• Demonstrates ability to take ownership of client issue with minimal assistance after initial training period.
• Maintain an above average standing on individual score card that includes calls handled, average handled time, missed calls, etc.
• 365 days 24/7 coverage which includes holiday coverage
• Support Services is considered essential personnel and is expected to be available even during inclement weather

• Computer/Software knowledge and experience
• Must be able to follow specific directions with attention to detail; must be conscientious.
• Ability to learn and adapt quickly.
• Customer service oriented.
• Answer all incoming calls as presented.
• Problem analysis and problem-solving skills.
• Ability to plan and organize multiple tasks simultaneously.
• Ability to handle stress.
• Strong interpersonal skills.
• Strong personal leadership skills
• Must have excellent listening, verbal, and written communication.
• Ability to interact with all levels within the organization.
• Fluency in Spanish or French a plus
• Must have experience working in a high intensity call center
• Must successfully complete a proficiency test
• Must be at least 18 years old
• Must have at least a high school diploma or equivalent
• Must have at least 1 year of call center and/or technical support experience

• No travel required
• Up to 100% of workday may be on phones
• Must be flexible to work any shift in a 24/7 environment
• Shift may change based on business needs
• Dress is business casual

Velocitor Solutions is a leading provider of enterprise mobility, fleet management, and technology solutions, delivering innovative so