Technical Support Specialist

San Francisco, CA

We are seeking a Technical Support Specialist to be responsible for providing technical software, hardware and network problem solving and assisting in all aspects of client tech support . The role focuses heavily on providing customer service by performing question/problem diagnosis and guiding clients through step-by step solutions. The role requires customer service, technical support, and account management.

Responsibilities

  • Handle a high volume of client support requests

  • Work with customers to understand their needs and expectations and direct them to the proper solution

  • Participate in job related training initiatives including mentoring and delivering trainings

  • Review support cases for technical and troubleshooting accuracy

  • Provide technical support via phone and email

  • Logs and provides support to prioritized and assigned incident tickets

  • Responds to and diagnoses incidents/problems through discussions with users

  • Supporting incident management process through which incidents and resolutions are controlled and resolved

  • Contact customers in response to inquiries, complaints or issues and provide a status update and planned resolution

  • Other duties as needed

 

Education and/or Experience

  • BA/BS degree required

  • 2-3 years of technical support experience, including networking & troubleshooting

  • Has experience supporting accounting software

  • Experience in a POS technical support environment is a plus

  • Restaurant industry experience is a plus

  • Bilingual in Spanish a huge plus

  • Must be proficient in MS Office

  • Knowledge of Internet development technologies is a plus

 

Competencies

  • Demonstrates attention to detail and organization skills

  • Demonstrates clear and professional written and oral communication skills

  • Identifies and resolves problems in a timely manner; develops alternative solutions

  • Is adaptable, professional, courteous, motivated with a strong work ethic

  • Interacts effectively with all levels of management and other employees

  • Thrives in a fast-paced environment and challenging workload

  • Is confident, assertive, flexible, team-oriented and professional

  • Effectively prioritizes and escalates customer issues as required

  • Maintains composure and customer focus while troubleshooting and solving technical issues

  • Has the aptitude for acquiring skills in technical repairs and an eagerness to learn

  • Masters product knowledge

SpendgoSpendgo, Inc.IT