Technical Support Specialist

Job Title: Technical Support Specialist

Location: 5420 Peachtree Industrial Blvd Norcross, GA 30071

Work Arrangement: 100% Onsite

Employment Type: Contract

Job Summary

We are seeking a customer-focused and technically proficient Technical Support Specialist to provide high-quality technical assistance to customers in a fast-paced help desk/call center environment.

The Technical Support Specialist will handle inbound technical support calls, diagnose and troubleshoot hardware, software, network, and application-related issues, and provide effective solutions or workarounds. The role requires strong analytical and problem-solving skills, excellent communication abilities, and a commitment to delivering a positive customer experience.

The Specialist will collaborate with internal support teams and development resources, escalate complex issues, when necessary, document resolutions, and take ownership of customer incidents through successful resolution.

Key Performance Measures

Performance will be evaluated based on:

• Number of calls handled per hour
• Percentage of escalated calls
• Not-ready percentage
• Quality and accuracy of call handling
• Average call duration
• Customer Satisfaction Score (CSAT)
• Team Service Level
• First-call resolution and case ownership

Key Responsibilities

Technical Support & Troubleshooting

• Answer inbound technical support inquiries and diagnose customer issues.
• Troubleshoot software, hardware, application, and connectivity-related problems.
• Provide accurate and effective solutions, workarounds, and technical guidance.
• Verify that the issue has been resolved before concluding the customer interaction.
• Assist customers with "How-To" questions and proper use of software and hardware.

Escalation & Collaboration

• Utilize the ServiceNow Knowledge Base and available resources to resolve customer incidents.
• Escalate issues to appropriate Level II support or development teams when a resolution is not immediately available.
• Collaborate with internal technical teams to identify root causes and develop appropriate workarounds.
• Communicate relevant technical information and troubleshooting results to escalation teams.

Incident & Ticket Management

• Take complete ownership of assigned customer incidents through resolution.
• Accurately document troubleshooting activities, solutions, customer interactions, and resolution details.
• Select appropriate incident urgency, priority, and categorization.
• Keep relevant support teams informed of incident status and required actions.
• Follow up with customers as necessary to ensure timely and accurate resolution.
• Report network events and escalate critical issues to appropriate leadership.

Knowledge Base & Documentation

• Document newly identified solutions and workarounds for future use.
• Create and maintain Knowledge-Centered Support (KCS) articles.
• Contribute to continuous improvement of the technical support knowledge base.
• Identify recurring issues and provide information that can improve future incident resolution.

Software Defect Handling

• Identify and document potential software defects.
• Record detailed troubleshooting steps, symptoms, findings, and root-cause information when available.
• Assign incidents to the appropriate development track for further investigation and resolution.
• Apply approved fixes or workarounds and communicate updates to affected customers.

Customer Experience

• Deliver professional, courteous, and effective customer service during every interaction.
• De-escalate challenging customer situations using appropriate communication and conflict-management techniques.
• Advocate for customer needs while following established support procedures.
• Keep customers informed regarding ticket status, troubleshooting activities, and expected next steps.
• Build customer confidence by demonstrating ownership and timely follow-through.

Vendor & Hardware Support

• Dispatch hardware-related issues to the appropriate hardware vendor when required.
• Coordinate with vendors and internal teams to support timely resolution of hardware incidents.

Attendance & Schedule

• Maintain reliable and punctual attendance.
• Follow established work schedules, attendance policies, and call center procedures.
• Maintain appropriate availability and adherence to assigned schedules.

Continuous Improvement

• Follow established quality assurance and call-handling standards.
• Strive to improve first-call resolution and overall case ownership.
• Identify opportunities to improve support processes, customer experience, and operational efficiency.
• Perform other related duties as assigned.

Required Qualifications

Education & Experience

• College degree or equivalent combination of education and relevant work experience.
• At least 4 years of experience in a help desk, technical support, or call center environment.
• Minimum of 1 year of experience using incident/problem tracking or IT service management software .
• Experience working with automated call distributor (ACD) phone systems.
• Experience troubleshooting client connectivity and network-related issues.
• Experience with SQL commands and basic database manipulation.
• Experience working with incident ticketing systems and service management processes.

Technical Knowledge

• Experience with technical troubleshooting across software, hardware, applications, and connectivity.
• Knowledge of incident management and problem-tracking processes.
• Working knowledge of SQL commands and database manipulation.
• Familiarity with Active Directory and Microsoft Office/Microsoft 365 is preferred.
• Familiarity with Linux systems is a plus.
• Knowledge of Knowledge-Centered Support (KCS) principles.
• Understanding of IT service management and support best practices.

Preferred Certifications

• HDI Customer Service Certification
• HDI Support Center Analyst Certification
• HDI Desktop Support Technician Certification
• ITIL Foundation Certification

Skills & Competencies

• Strong customer service and telephone support skills.
• Excellent troubleshooting and root-cause analysis abilities.
• Strong analytical and problem-solving skills.
• Ability to listen carefully, isolate issues, conduct research, and determine appropriate solutions.
• Excellent written and verbal communication skills.
• Ability to explain technical information clearly to users with varying levels of technical knowledge.
• Strong conflict-resolution and de-escalation skills.
• Effective time-management and organizational abilities.
• Ability to manage multiple customer issues while maintaining accuracy and quality.
• Self-motivated and capable of working independently with minimal supervision.
• Strong attention to detail and documentation skills.
• Ability to collaborate effectively as part of a technical support team.
• Commitment to customer satisfaction and service quality.

Work Environment

This position is performed in a professional call center/help desk environment and requires the ability to communicate effectively with customers while managing multiple tasks and support requests.

The role involves frequent inbound customer interactions, technical troubleshooting, documentation, ticket management, and collaboration with internal support and development teams.

Customer Satisfaction Focus

The Technical Support Specialist is expected to consistently deliver a positive customer experience by taking ownership of incidents, communicating clearly, resolving issues efficiently, and continuously working toward improved customer satisfaction, first-call resolution, and overall service quality.