Technical Support Specialist
Record, track, and document the problem-solving process, including all decisions made and actions taken through to the final resolution
Support consultants in ensuring all support issues (even those out handled outside formal support channels) are properly documented and tracked in internal systems
Troubleshoot schedule configuration and system issues
Identify, reproduce, report, and escalate system issues and bugs impacting clients
Prioritize incoming issues and escalate complex technical issues to the appropriate Technical Account Manager, when required
The Technical Support Specialist (TSS) is responsible for providing front-line technical support and assistance to client administrators and end users for software-related issues.
This includes receiving, prioritizing, documenting, and actively resolving user requests.
Problem resolution may include the use of diagnostic, tracking, and troubleshooting tools, and requires hands-on support to the client while ensuring the highest level of customer satisfaction.