Technical Support Specialist 1

The Technical Support Specialist position is responsible for receiving, recording, and reconciling customer / end user technical questions on use and implementation of computer products, in a timely and professional manner. JOB RESPONSIBILITIES: • Answer incoming customer telephone calls in a courteous and professional manner • Assist customers/end users with questions on product installation, usage, and implementation • Respond to and investigate customer/end user inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner • Answer customer inquiries and provide appropriate technical and/or product-related information • Rely on instructions and pre-established guidelines to perform the functions of the job • Escalate complex inquiries • Research and resolve customer complaints • Obtain customer feedback information • Effectively communicate customer issues and concerns to all applicable internal staff members • Document all contacts, actions, and responses in helpdesk tracking system •Organize and maintain a file system; correspondence, and other records • Maintain working knowledge of products and/or services • Prepare reports and correspondence, as needed • Other tasks as assigned