Support Specialist

Location: Onsite in Jacksonville with potential for Hybrid after training
Schedule: Monday - Friday, 8am – 5pm during training period, 10a-7p regular schedule with rotating 1/2 day on Saturdays and on-call support
Salary range (hourly only): $17.72 - $22.15, depending upon experience

What work will you perform?
You will provide Tier 1 level technical assistance and customer service to agents, owner operators, employees, and customers for all supported applications. You will resolve tickets and calls to the help desk or route them to the appropriate area when necessary. You will use your listening skills to help you communicate effectively with users of all experience levels.

Essential Responsibilities:

Serve as first point of contact for customers seeking technical assistance over the phone or email
Resolve tickets and incidents by determining the best solution based on the issue and details provided by customers
Perform remote troubleshooting using diagnostic techniques and pertinent questions
Route incidents to the appropriate team for additional handling when necessary
Walk the customer through the problem-solving process
Record events, problems, and resolutions

Minimum Experience and Qualifications:

High School Diploma or GED
3 months of experience working with computers
6 months of customer service/support experience

Preferred Experience and Qualifications:

Help Desk Certified Professional certification

Knowledge, Skills, and Abilities:

Organization and detail skills
Able to maintain high level of customer service in a high-volume, fast-paced environment

Excellent oral, written, problem solving and listening skills
Data entry 70 KPM