Technical Support Specialist

The Technical Support Specialist will be dedicated to Shaker clients who are on retained maintenance agreements for technical support and assistance related to their career websites, CRM and ATS. These websites can be either custom built and hosted through Shaker or built and hosted on 3rd party platforms such as PhenomPeople, WorkDay, or other Applicant Tracking Systems

Some of the more common problems the Support Specialist will troubleshoot/triage include adding/removing users, job feed and posting related issues, analytics questions, requests for content changes/updates and more.

Responsibilities

  • Manage the full lifecycle of each support case
  • Assess technical situations and establish priorities/severities
  • Recommends solutions to general problems, questions and inquires encountered by users in according with established best practices
  • Help troubleshoot problems and provide actionable tips to resolve the issue
  • Communicate with all stakeholders: customer, 3rd party platform(s) and internally at Shaker
  • Refer difficult cases to appropriate parties
  • Schedule and designate project tasks to team members
  • Deliver timely solutions to the customer while maintaining a high level of customer satisfaction
  • Documents activities, events and material used in maintenance logs or on service reports

Requirements

  • Minimum of an Associates Degree along with the completion of some computer training programs
  • 1+ year of customer support experience
  • 1+ year of relevant experience in a customer focused position involving technical knowledge of a companies’ products and services
  • Proficiency with Microsoft Office and Windows products
  • Experience working with HR Information Systems like PhenomPeople and WorkDay a strong plus
  • Familiarity with basic web technologies such as web/database servers and hosting platforms
  • Strong time management and ability to establish reasonable and attainable deadlines for resolution
  • Excellent customer service skills to solve problems quickly, efficiently and in a manner that leaves the customer happy with the end result
  • Strong verbal communication and ability to describe a solution in a way that a non-technical person can understand.
  • Excellent writing skills are also important in this role, which may require the preparation of instructions via writing for customers and employees, as well as for online chat boxes
  • Ability to work in a fast paced, collaborative team environment
  • Self-motivated, driven and results oriented
  • Must have patience and the ability to deal with difficult, complex and escalated customer situations
  • Empathy, positivity, self-control and patience
  • Comfortable working in and assisting others within a variety of systems and software platforms
  • Able to actively listen to end users to understand the problem they are describing and know what questions to ask to identify the problem