Agent Tech Support Specialist

Role Overview

• Service agent inquiries including basic to moderately complex software questions and issues.
• Use information provided by the agent, and defined processes and procedures to triage potential issues and provide solutions or education in the process.
• Document issues and work with subject matter experts on resolutions.
• Serve as the main point of contact with the agent and be responsible for following up with resolutions.
• Escalate more complex issues to others as needed.
• Provide guidance and solutions to resolve field issues with sales technology tools.
• Respond to emails that are received in the technical support queues.
• Identify and escalate software issues to subject matter experts and IT partners.
• Strive to provide exceptional customer service to agents as well as other company employees.

Requirements

• High School Diploma or equivalent GED required.
• Minimum of two years’ experience in technical support preferred.
• Proficiency in Microsoft Office or similar software preferred.
• Ability to analyze problems and prioritize tasks.
• Effective relationship management and teamwork skills.
• Conflict and issue resolution skills with the ability to multi-task.
• Team-oriented with partnership-building abilities.
• Strong verbal and written communication skills.
• Customer-focused, able to handle escalated issues.

Benefits

• Medical, Dental, and Vision insurance
• Performance-based bonus or sales incentive
• 401(k) retirement plan with company match
• Short-term & long-term disability insurance
• Paid time off and 10 corporate holidays
• Paid parental leave
• Company-paid life insurance
• Mental & Financial Well-Being Resources