Technical Support Specialist - Hybrid

Key Information

TEKsystems is seeking an experienced Technical Support Analyst for a 6 month contract to hire with a great organization in Central Florida!

Candidates must be located in / near Central FL as first two weeks of training will be on-site (M-F 8a-5p). Position will be a remote work from home position following training, and will transition to their permanent schedule after training.

After first two weeks of on-site training, candidates will switch to:

• Will be given a 40 hour work week schedule during below times (5 day 8 hour shifts)
• Candidates need to have open availability during hours of operations. Shifts will be between 7:45 am and 8:15 pm Mon‑Fri, and 8 am‑6:15 pm Saturday/Sunday
• Candidates need to have open availability for assignment of any given work schedule.

The Technical Support Analyst Associate within the Digital Group team provides superior technical support to end-users as it relates to the consumer and internal tools across the organization and responds to all consumer inquiries (phone, written or electronic, and other channels) both inbound and outbound in a professional, timely, accurate and caring manner while consistently meeting all departmental guidelines. The Technical Support Analyst works to provide technical level support for the Digital Group’s consumer applications, actively resolving technical issues.

Additionally, they work with the various teams as needed to provide warm handoff of non‑technical issues and / or to escalate appropriate issues to the Technical Support Analyst Intermediate and Supervisor.

The role will be a mixture of handling incoming calls and making outbound calls on support tickets received (so not cold calling). Customers will reach out via web form they submit online with an issue, or by calling in directly. Common calls deal with troubleshooting issues like logging into account on application, resetting password, and accessing website or application issues. If it is a more in‑depth issue they’re not able to resolve, they will escalate to engineering team for resolution.

• Consistently responds in a professional and courteous manner to all customer inquiries across various mediums
• Properly triages and handles a diverse set of technical customer inquiries and resolves or escalates to appropriate parties / departments to ensure customer satisfaction and resolution
• Meets or exceeds all departmental customer service performance standards
• Performs skills necessary to create a high‑quality customer experience, as reflected through acceptable satisfaction scores, quality monitors and customer feedback
• Creates delightful customer experiences by using appropriate customer‑care skills such as empathy, active listening, courtesy, politeness, helpfulness as well as, setting proper expectations and following up with end users to ensure issue resolution.
• Logs, tracks and appropriately documents all issues utilizing online systems and procedures, and in accordance with all applicable departmental guidelines and requirements
• Thoroughly researches issues and takes appropriate action to resolve technical issues within the established departmental service level agreements and quality standards
• Appropriately escalates trends and issues to the Technical Support Analyst Intermediate as needed
• Stays proficient on all departmental application training, product releases, customer skills, internal systems / tools and other concepts required to provide effective and timely technical support
• Assists Technical Support Analyst Intermediate as needed
• Adheres to all company and departmental processes and procedures
• Attends all department, team meetings and established 1 : 1’s
• Performs other duties as assigned

• Call center / customer service experience
• Ability to deal with ambiguity
• Compassion and ability to demonstrate responsiveness
• Demonstrated written communication skills
• Demonstrated interpersonal / verbal communication skills
• Ability to multi‑task
• Demonstrated organizational skills – Intermediate
• Demonstrated time management and priority setting skills
• Ability to effectively present information…