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Tier 1 Technical Support Specialist

HumCap Recruiting

This is a Full-time position in Dallas, TX posted March 9, 2022.

Are you interested in a career in technical support? Are you looking for a flexible work environment? Then check out this role!

HumCap’s B2B SaaS client is searching for a Technical Support Specialist to join their team. The Technical Support Specialist will serve as Tier 1 technical support for customer resolution with proprietary software and hardware. You will be responsible for triaging and routing incoming support requests and performing ticket coordination. You will join a team of 6 tech supports and manage a tech case load of 15-20 requests daily. This is a hybrid role with part telecommute and part in office work in Addison, TX.

• Provide client support, via phone, email, and through the ticketing system, for first call resolution and remote assistance related to proprietary software and hardware.
• Provide responsive and excellent support to clients in areas of product features, installation, troubleshooting, use and usability of our software and hardware products.
• Document detailed issue description and resolution in ticket logging database.
• Provide excellent client management including excellent communication, responsive follow through, and advocacy for client issues within internal departments.
• Success is measured by SMART goals and Support Call Metrics such as customer satisfaction level, average handling time, as well as other department goals.
• Participate once a week in after hours on-call rotation.
• Will be asked to assist in additional duties not limited to but including QA, Testing, creation of Knowledge base documentation and other tasks assigned by management.

• High School degree required
• Bachelor’s degree in a technical field, certifications (MCP, MCSE, A+), or equivalent experience preferred
• 1 – 3 years in a Helpdesk, Tech Support, or Customer Support role.
• Excellent ability to identify, research and resolve problems with a root cause analysis methodology using diverse resources in an organized and analytical manner.
• Ability to document issues effectively so team members can review.

• Knowledge of Microsoft Operating Systems (Unix/Linux experience is a plus).
• Understanding of PC hardware and networking hardware, concepts, and protocols.
• Knowledge of MS Office products, IIS, .Net, MPF.
• Basic understanding of Web based technologies including HTML, CSS, and JavaScript.
• Preferred: audio visual experience (e.g., implementing A/V hardware) and experience with multimedia and digital video compression techniques such as Windows Media Player and Quick time. Knowledge of video codecs.

• Competitive salary commensurate with experience 
• Medical, Dental, Vision Benefit Insurance
• Flexible PTO Policy
• Flexible On-Site / Remote – Work Environment
• Paid Holidays
• Paid Life Insurance
• Paid Short / Long Term Disability
• 401K
• Optional Pet Insurance, Legal Services, Auto Insurance

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