What are the responsibilities and job description for the Technical Support Specialist position at OPTCONNECT MANAGEMENT, LLC?
Description
Company Overview
OptConnect is an industry leader in the managed wireless connectivity space located along the Silicon Slopes of Utah in Kaysville. Our solution focuses on providing safe, secure, reliable, and affordable connectivity by using a combination of proprietary device configurations, cloud-based remote monitoring software, and tight integration with cellular carriers. We are a team of innovators and creatives that work together to succeed. Our company is growing fast and we’re looking to hire the best and brightest.
In 2018 our growth landed us nationally on the Inc. 5000 list as one of the fastest growing companies in the country where we have remained every year since. We were also recognized by Utah Business Magazine as one of Utah’s Best Companies to Work For. Our culture is one of great dedication and passion. If you’re looking for a career where you can grow, innovate, and be a part of something big, then OptConnect is the place for you!
As we penetrate new markets and expand our product suite, we are constantly looking for smart, driven people to help us succeed. If you’d like to join our mission to connect the world, we look forward to hearing from you. Learn more by visiting us at www.OptConnect.com.
Job Description
We are looking for a highly motivated self-starter to join our OptConnect team as a Technical Support Specialist. Our Technical Support Specialists are responsible for capturing customer technical inquiries via phone calls, chat messages and emails from prospective and current customers.
The desired candidate must work well in teams and in an unsupervised capacity at times, have a positive attitude, demonstrate a commitment to deliver quality service, possess great communication skills, and be familiar with Microsoft desktop software applications (Word, Excel, etc.), and G Suite applications.
Responsibilities Include:
- Field incoming customer inquiries via phone, chat, and emails.
- Oversee customer cases from initial creation to resolution; collaborate with other support and product team members as needed.
- Own basic-to-advanced troubleshooting efforts by identifying root cause(s) and making the appropriate configuration changes to resolve the issue.
- Work with end-users and OptConnect’s IT personnel to troubleshoot mobile web connectivity issues.
- Test and fix faulty equipment.
- Record accurate and thorough documentation of customer queries within the CRM system.
- Process customer returns.
- Other duties as assigned
Requirements
- High customer empathy and exceptional customer service skills
- Strong technical aptitude
- Ability to work in a fast-paced environment and successfully prioritize competing tasks
- Excellent written and verbal communication skills
- High attention to detail and accuracy
- Basic computer skills with ability to type at least 45 wpm
- Flexibility to work shifts including weekends, holidays and beyond regularly scheduled hours as needed.
- Previous experience in a technical support, or similar role, is preferred but not required.
