Senior Technical Support Specialist - Customer Service

Pasadena, CA | Direct Hire

Job ID: MM-KO-SeTeSu02 Category: Information Technology Pay Rate: $50-60k/yr + full benefits

Our client, a new but rapidly-expanding, web based software company, seeks support for their Tier 1 tech team based in a friendly and casual office environment.

This team is first point of contact for the customers so we are looking for people who can explain tech to anyone regardless of that person’s lack of technical expertise. Candidates should be friendly, outgoing and able to put a smile on their face for every call they answer.

This role allows for partial home-based work

About the Position:

  • Answer customer support calls
  • Triage calls to higher support teams as needed using a support portal
  • Follow a support script to troubleshoot common issues
  • Offer IT support to customers
  • Offer a first class customer support, customer first, attitude
  • Explain technical concepts to customers with varying levels of technological skill
  • Respond quickly, professionally and positively to technical assistance requests
  • Work is performed from Headquarters part of the time and from home the rest

About the Candidate:

  • 4+ years’ experience assisting customers over the phone (MUST)
  • 2+ years' experience management/leadership (PLUS)
  • Experience with Call Management (MUST)
  • 4+ years’ experience with ticketing software (MUST)
  • 4+ years’ experience supporting and troubleshooting Internet-based applications (MUST)
  • 2+ years’ experience supporting and troubleshooting Linux OS (MUST)
  • 2+ years’ database experience (MUST)
  • Strong technical troubleshooting skills
  • SQL knowledge (PLUS)
  • Desired Personality Traits and Advanced Skills: fluent in both spoken and written English, strong interpersonal communication, ability to anticipate needs and problems, analyze and prioritize issues, attention to detail, organized

Equal Opportunity Employer considering qualified candidates in accordance with state and federal laws, including those with criminal histories, in a manner consistent with the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

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