IT Support Technician troubleshooting technical issues and delivering support at Westinghouse Electric Company. Providing on - site and remote assistance for IT operations in a nuclear technology environment.
About the role
- Technical Support Specialist I providing ongoing support for Insperity BPS products and consulting with end users for software issues. Handling technical support for clients and optimizing their BPS experience.
Responsibilities
- Consults with end users to analyze complex, functional software issues escalated from Associate Technical Support Specialists
- Performs remote software support for clients on Insperity BPS solutions
- Answering phones politely, efficiently, and directing calls to appropriate department
- Continuously monitoring the general voice mailbox
- Maintaining client information in Client Record Management system
- Providing backup phone support for other Technical Support teams
- Monitoring appropriate email inboxes and providing excellent email technical support
- Modifying setup to support changes in the client’s business rules
- Using software diagnostics tools to troubleshoot client software issues
- Retraining clients on software
- Providing technical support via telephone or online on any BPS product purchased by clients
- Performs remote time clock support on Insperity sanctioned time clocks and time clock software
- Documents all client interaction on a per incident basis
- Logs software issues and provides temporary workarounds as needed
- Tracks open software issues until a resolution is released by Quality Assurance
- Ensures update is installed on the client system
- Works with customers to optimize their experience with BPS solutions
- Handles business sensitive information with appropriate confidentiality
- Tracks process to ensure unresolved tickets are escalated according to established guidelines
Requirements
- Bachelor’s Degree or equivalent experience is desired
- One to four years of technical support experience is required
- Solid interpersonal skills to interface with co-workers and customers
- Ability to manage multiple tasks to completion with minimal supervision
- Strong understanding of various Internet browser technologies
- Knowledge of web-based software solutions
- Strong analytical thinking skills and process-driven work habits
- Basic Knowledge of CRM systems and usage
- Ability to effectively communicate with technical and non-technical staff in both written and verbal format
- Ability to work alone and collaboratively, with technical personnel as needed
- Ability to multi-task and prioritize projects in a fast-paced, deadline-driven environment
Benefits
- Generous paid time off
- Top-tier medical, dental, and vision benefits
- Health & wellness support
- Paid volunteer hours
- Continuous learning programs
- Mentorship opportunities
- Ongoing training
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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