Technical Support Specialist

Profile

Technical Support Specialist

The candidate will provide firm-wide technical support from the central Technical Support Center (TSC) via phone instruction, email, and desk-side assistance as necessary. Escalate more complex problems to seniors, and understand escalation rules, procedures, and staffing for support incidents. Log all support incidents and customer requests in the Technical Support Center (TSC) tracking system on a timely basis, and use the system to track all unresolved issues. Follow up on all open issues to ensure final resolution. Work with team and manager to develop recommendations for streamlining procedures, standardizing hardware and software configurations, improving training and user communications, and otherwise reducing the volume and difficulty of support incidents. Assist in implementing software and hardware projects, pilot tests, and rollouts. Maintain department standards for attendance, coverage, customer service, and volume and effectiveness of problem resolution. May be requested to perform other duties not listed above. Should have a High School diploma or G.E.D. equivalent; 2 years of experience supporting Windows 10, and the Microsoft Office 2016 Suite, including Word, - Excel, and Outlook, among other standard business office software applications; excellent customer service skills; capable and professional in all written and oral communications; ability to tackle and solve problems, learn on the fly, manage tasks, and balance priorities; ability to work in a high-stress environment; ability to build effective relationships with team members at all levels in an organization.

Company info

Dorsey & Whitney LLP.
50 South Sixth Street Suite 1500
Minneapolis
Minnesota
United States 55402
Phone : 612-340-2600
Fax : 612-340-2868
Website : https://www.dorsey.com/