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The Technical Support Specialist I provides first level technical support to our clients in a production environment, ensuring that all support conducted over the telephone, via email, and through remote control software is accurate and timely. This position is responsible for problem analysis, documentation, resolution, and escalation involving TrueCommerce products and services.

Essential Duties and Responsibilities:

• Answer all incoming support calls and requests in line with department expectations and maintain a closure rate in accordance with departmental goals.
• Manage the progress and facilitate the resolution of all production support requests.
• Act as the client’s initial point of contact for all production issues.
• Resolve all user-reported problems using available tools, resources, and procedures.
• Use basic troubleshooting skills to properly assess support cases and diagnose problems.
• Proactively contact and update clients regarding issues.
• Provide accurate and timely logging of problems and their resolution in the TrueCommerce Support database.
• Escalate issues to senior analysts as appropriate.
• Utilize effective client service skills to achieve a high level of client satisfaction.
• Recommend improvements to the client support capabilities.
• Maintain in-depth knowledge of TrueCommerce products and services.
• Review and update Technical Support documentation as assigned.
• Review and recommend modifications and procedural changes to management.
• Submit appropriate reports as required by management.
• Execute on other assignments as directed.

Specific Education and Experience Requirements

• Technical Certification with related work experience, Bachelor’s Degree is preferred.
• A minimum of 1-2 years client services, helpdesk, computer support/service, or call center experience.
• Prior experience with Microsoft Office Suite, Windows Operating Systems, Internet applications, or Lotus Notes.
• Excellent listening, verbal and written communication skills.
• Strong organization, time management, and multi-tasking skills.
• The ability to exercise sound judgment in any customer service scenario.
• Ability to quickly learn, analyze, and resolve simple to complex issues related to in-house applications and products.
• Ability to enthusiastically work and learn independently and with a team.
• Willingness and ability to exceed goals.
• An EDI technical background or an understanding of transaction processing is desired.
• Willingness to dedicate extra effort beyond standard working hours.