Technical Support Specialist

Do you have a strong technical background with outstanding troubleshooting skills? Do you like being the go-to person in mission-critical situations? Do you love helping people?  Can you speak “bits and bytes” as well as everyday plain English? If so, then you should join our San Mateo based team as a Technical Support Specialist.

Responsibilities

• Provide technical assistance and support related to computer systems, software and hardware

• Provide technical guidance for customers for SSO integrations

• Work collaboratively with the Customer Support team to triage issues to the appropriate teams

• Open and assign trouble tickets to others for issues that can’t be solved directly

• Triage critical outages, resolve if possible, and implement urgent response communication protocols as needed

• Accurately record information about each handled service request

• Provide feedback on processes and make recommendations on areas to improve

• Maintain technical documentation on installation of software, configuration of hardware and problem troubleshooting

• Undertaking project tasks as required

• Adhere to all company policies, procedures and business ethics codes

• Other duties as assigned

Requirements:

• Proven experience as a help desk technician or other technical customer support role

• Ability to organize and manage multiple priorities

• Experience with SaaS products/web-based applications

• Ability to troubleshoot and solve technical issues

• Highly organized – ability to multi-task, prioritize, and manage time effectively

• Experience with process improvement and conflict resolution 

• Proficiency with MacOS, Windows

• JAMF experience a plus

• SSO implementation experience a plus

Traits & Personal Characteristics

• Exceptional interpersonal communication skills

• Exceptional written and verbal communication skills

• A customer-service mindset with demonstrated ability to remain poised and calm when faced with difficult situations

• Ability to use empathy, inquiry, courtesy, and a proactive, outcome-focused approach to solving issues, both verbally and in written communication

• Reliable, responsible and consistent

• Patient, helpful and a creative problem solver

• Ability to work effectively as part of a team and independently

Education

Bachelor degree in Computer Science or related technical field preferred but not required