Technical Support Specialist  

• Promptly, effectively and professionally respond to customer inquiries received via phone, social media, forums, email and other avenues
• Use your mind-reading ability to read between the lines of customer inquiries, understanding and anticipating their challenges and needs
• Answer all questions related to using osTicket and SupportSystem
• Educate and empower our customers to become better osTicket and SupportSystem users• Document, report and follow-up on support issues
• Analyze trends in customer issues and suggest improvements to product and engineering teams
• Recognize potential leads and communicate those leads to sales
• Identify and draft improvements to documentation, procedures and help content
• Provide customers with application best-practice and software set-up advice
• Research case resolutions when needed to ensure thorough and accurate responses are provided
• Proactively follow up with open cases on a regular basis, updating customers and escalating internally as needed

• Strong analytical and problem-solving skills
• Superb attention to detail and excellent time management skills
• Demonstrated ability to plan, organize and prioritize work
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• Demonstrated ability to empathize with customers
• Ability to ask excellent questions and listen actively
• Technically adept and experienced with web/internet use
• Strong desire to help people and improve customer experience
• Sense of ownership and awesome team player
• Excellent verbal and written communication skills
• Pleasant, easy-going personality and sense of humor to WOW our customers
• Two years’ experience in customer support is preferred
• Knowledge of help desk/ticketing software solutions is preferred