Job Title: Technical Support Specialist

Location: Remote (Work Hours 11:00 am - 8:00 pm EST)

Employment Type: Full Time

The Technical Support Specialist is responsible for receiving, recording, and processing all incoming communications to the Support Department. This representative provides customer support, troubleshooting, and education while assisting clients on their journey to achieve optimal health and wellness. The ideal candidate is pro-active and passionate about providing an A+ experience to all our customers, as well as an energetic problem-solver, looking for creative ways to find solutions.

Key responsibilities

• Will be responsible for providing excellent customer service via diagnosis and resolution of technical, operational and implementation issues related to RIB products, supporting technologies/infrastructure.

• Escalate issues that are unable to be resolved, within established guidelines, to the appropriate group for proper corrective action.

• Provide technical support via telephone, email, and chat to external and internal customers.

• Must be capable of documenting technical documentation.

• Participate in customer conference calls when necessary to manage the resolution of customer account issues.

• Reproduce errors in test systems and document them thoroughly for reproduction independently from production systems for the purpose of issue remediation and testing

• Demonstrate availability within pre-defined SLA timelines to assist technical teams during critical or urgent incidents that demand immediate attention and resolution.

Essential requirements

• Bachelor’s degree in CS, MIS, Engineering, or equivalent work experience

• Good interpersonal communication and customer service skills are needed to work successfully with customers in high stress and or ambiguous situations.

• Aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.

• Ability to analyze network traffic using industry-standard diagnostic tools to diagnose application stability and performance issues.

Desired skills

• Understanding of Microsoft Azure Cloud Services and associated native components and navigation within a cloud-hosted environment.

• Experience in in Microsoft Teams, LogMeIn, Rescue, GoToConnect, Salesforce, Zendesk, Azure DevOps and RIB applications SLE, SLC and SpecLive.

• Experience using remote connection tools such as LogMeIn, Citrix GoToAssist, MS Teams or similar

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