Technical Support Specialist

Core Responsibilities

The Technical Support and Application Specialist shall perform the following functions:

1. Support company growth and customer acquisition through timely execution of deployment for closed contracts by:

• Participating in kick-off meetings
• Ensuring timely execution of deployment activities assigned to contribute to the timely deployment of solutions for closed contracts
• Setting up of institution, site, and origin accounts on the assigned server, to the installation of Radgate, user account, workflow setup, testing, and training

1. Support Retention and strong promotion or advocacy among existing customers by:

• Assisting in the provision of timely customer support to drive seamless and high-advocacy customer experience
• Assisting in the coordination of issue resolution with other teams as needed

1. Support Product Development through testing by:

• Performing tests and accomplishing assigned test cases and providing feedback to the testing team

1. Manage the day-to-day functions of the department and ensure that there are enough resources to cover support functions

• Ensure all support requests are logged, attended to, monitored, and resolved
• Facilitate monitoring of the system to proactively spot issues
• Facilitate timely escalation of issues as needed
• Ensure the quality of support provided by Quality Assurance calls and chats
• Coordinate resolution of issues with Tier 3 Team

1. Support the company by performing other tasks as assigned by the Supervisor.

• Experience as a Technical Support Specialist or similar role
• Familiarity with our industry is a plus
• Experience using help desk software and remote support tools
• Strong written and verbal communication skills
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• Experience in programming is a plus (PHP, C, C++. C# at Python)
• Amenable to work weekends and holidays

Preferred:

• Familiarity with Linux/CLI (command line)
• Familiarity with basic networking concepts such as IP addresses, gateways, DNS, etc