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Technical Support Specialist

Company: LegalShield
Location: Ada
Posted on: June 8, 2021

Job Description:

Job Summary:

The Technical Support Specialist provides first level support to end-users consisting of corporate office staff, provider law firms, and contract users across the United States and Canada. Support includes but not limited to password assistance, desktop support issues, software support, and/or specialized applications support. Additionally, this position may monitor computer systems and operations as assigned. This is a weekend shift Saturday, midnight to 12:00pm and Sunday midnight to 12:00pm.

Responsibilities:

  • Collaborate with peers, team leads, and engineers to resolve customer issues

  • Follow-up with customers to ensure accurate resolution for their technical issues

  • Document problems, diagnostics, interactions, next steps, and solutions in knowledge base platforms

  • Documents all actions taken to escalates tickets to higher-level support groups as necessary. Participates in maintaining technical support standard operation procedures

  • Troubleshooting Microsoft related issues, access issues, network connectivity, hardware swaps, PC Setup, and other IT support

  • Promptly answers technical support phones, emails and requests

  • Provides periodic desktop remote control support

  • Monitors computer systems and operations as assigned

  • Troubleshoots and resolves issues by applying effective troubleshooting procedures.

  • Provide an extraordinary customer service experience

  • Other duties may be assigned

Education/Experience/Skills:

  • High school diploma or equivalent

  • 1 - 2 years in related IT Technical Support experience preferred

  • Exceptional written and verbal communication skills with experience in interacting with a range of personalities and styles to establish an effective relationship at all levels of the organization

  • Ability to quickly learn systems, processes, and procedures, and grasp technical concepts

  • Must have a passion for learning new technology

  • Able to manage competing demands while remaining adaptable and flexible

  • Ability to lift 50lbs

Department:

9312 Information Technology

Time Type:

Part time

Keywords: LegalShield, Norman , Technical Support Specialist, Other , Ada, Oklahoma

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