Technical Support Specialist I

Role overview Provide front-line technical support for customers using software products, handling common and moderately complex issues from initial report through resolution. You’ll investigate problems, document progress, and coordinate with more experienced support specialists when cases need escalation.

Responsibilities - Respond to Tier 1 and Tier 2 questions by phone, email, or chat, using technical and product knowledge. - Troubleshoot and test system components, identify likely causes, and apply established workarounds. - Track support cases and follow each ticket through to completion in a case management system. - Escalate issues to Level II or senior specialists and provide relevant details for follow-up. - Explain basic product use and prepare or share customer documentation. - Meet performance expectations across customer satisfaction, quality, and productivity measures.

Requirements - At least one year of experience troubleshooting software, SaaS applications, or other technical systems. - Experience supporting Windows operating systems and domain environments. - Strong customer service, written and verbal communication, and general computer skills. - Ability to work independently and with a team in a fast-paced setting. - Skill in prioritizing multiple daily tasks and motivation to keep learning.

Nice to have - A+ certification or comparable training or experience, and a strong record of customer service. - Familiarity with structured data files, SQL, APIs, scripting, or back-end automation. - Knowledge of accounts payable processes or software.