Technical Support Specialist

A valuable TekStream client is seeking a qualified Technical Support Specialist who will be responsible for helping the users of our client's tools to reach their highest potential by educating them about their products, industry standards, and best practices. To be successful, you must be an excellent communicator, a creative thinker, a master of organization, and a passionate learner. Most importantly, you need to love helping people!

Responsibilities

• Escalate Help Desk tickets to applicable Service and Product Team members
• Collaborate with Training and Documentation Specialist to improve client's database of help documentation and videos
• Support: Answer tickets that come in from clients through Salesforce Service Cloud, escalating when you do not have the tools or knowledge necessary to answer the ticket. In the event of busy periods, tickets can be escalated, but an internal note should be provided noting the busy period.
• You may also be asked to assist with projects within the Services Team. These projects will typically be smaller in scope and shorter in timeline and draw from the same skill set.

Goals

• # Solved Tickets
• % Positive Ticket Satisfaction
• Time to first response
• Touches per ticket
• Total resolution time

Required Skills

• 2+ years in a technical help desk role; solid experience in supporting complex software
• SaaS software support experience highly preferred
• Salesforce Service Cloud experience preferred
• Experience with learning software a plus
• Team player: automatically lending a hand when a co-worker is in need and asking for help when appropriate
• Excellent organizational & time management skills
• Active learner who will hold him/herself accountable for his/her own job performance
• Naturally positive and open-minded; able to view the world from more than one perspective
• Creative thinker
• Flawless written and verbal communication skills in English