Technical Support Specialist

Payment Studio is seeking a Technical Support Specialist to offer expertise and assistance to our team while operating from a remote setting.

As a Technical Support Specialist, you will engage in diverse technical tasks, such as resolving user issues, providing guidance on software and hardware concerns, and maintaining documentation of troubleshooting procedures.

Ultimately, you should possess the capability to manage technical inquiries.

Key Responsibilities:
– Research and identify solutions to software and hardware issues.
– Diagnose and troubleshoot technical issues, including account setup and network configuration.
– Ask customers targeted questions to quickly understand the root of the problem.
– Track system issues through to resolution, within agreed time limits.
– Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
– Train clients on how to use the products
– Properly escalate unresolved issues to appropriate internal teams.
– Provide prompt and accurate feedback to customers.
– Refer to internal database or external resources to provide accurate tech solutions.
– Ensure all issues are properly logged.
– Prioritize and manage several open issues at one time.
– Follow up with clients to ensure their systems are fully functional after troubleshooting.
– Prepare accurate and timely reports.
– Document technical knowledge in the form of notes and manuals.
– Maintain jovial relationships with clients.

Qualifications and Skills:
– Proven work experience as a Technical Support Specialist, Desktop Support Specialist, IT Help Desk Technician or similar role.
– Good understanding of computer systems, mobile devices and other tech products.
– Ability to diagnose and troubleshoot basic technical issues.
– Familiarity with remote desktop applications and help desk software.
– Excellent problem-solving and communication skills.
– Ability to provide step-by-step technical help, both written and verbal.
– Degree in Information Technology, Computer Science or relevant field preferred.
– Proficient in English, both written and verbal.
– Availability to work on US schedule (M-F 9AM-6PM CST)
– Please note: this position requires the use of Hubstaff as a time tracker.

Driven candidates are encouraged to answer this form: Click to view/5xfAPKBNNxBzchrd6

Please submit your application by answering the form provided. Applications that are NOT submitted through the link will not be processed.

Thank you!