Job Description
About us At TechMD, we believe that happy employees lead to a better work environment, which in turn leads to a better experience for our clients. We’re constantly working to improve company culture, whether it’s through company-wide events or smaller, day-to-day things. We also have exciting opportunities for employees to get involved in the community, through volunteering and fundraising initiatives.
The IT Support Specialist I serves as the first point of contact for customers seeking technical assistance. The primary responsibility is to deliver exceptional customer support by answering incoming calls, addressing tickets, and taking ownership of issues until resolution or appropriate escalation. The IT Support Specialist I must balance phone availability with efficient queue management, working diligently to meet SLA requirements, prioritize tasks based on incident severity and customer importance, and leave a positive impression in every interaction.
Primary Responsibilities: - Serve as the initial point of contact for all incoming customer support inquiries via phone, email, or support portal.
- Own, manage, and resolve customer issues from initial report to resolution unless escalation is required due to complexity.
- Work efficiently from a personalized dashboard to prioritize tasks based on incident priority, SLA commitments, and customer status (e.g., VIP accounts).
- Accurately document all interactions, troubleshooting steps, and resolutions in the ticketing system.
- Escalate unresolved issues to higher support tiers, providing detailed context to ensure a seamless handoff.
- Balance time effectively between answering calls and managing ticket queues to optimize response and resolution times.
- Provide outstanding verbal and written communication to ensure customers feel supported, understood, and valued.
- Adhere to company processes and best practices while identifying opportunities for continuous improvement in service delivery.
- Maintain up-to-date knowledge of internal systems, tools, and procedures to handle a broad range of customer issues effectively.
Skills and Experience: - Education: High school diploma required; college degree in IT-related field preferred.
- Technical Knowledge: Familiarity with Windows and Mac operating systems, Microsoft 365, basic network troubleshooting, and ticketing systems.
- Communication: Exceptional verbal and written communication skills, with the ability to explain technical concepts in layman’s terms.
- Customer Focus: Relentless commitment to providing a positive customer experience and maintaining professionalism under pressure.
- Organization: Strong time management and prioritization skills, with the ability to balance multiple tasks effectively.
- Problem Solving: Proactive approach to troubleshooting and resolving technical issues, with the ability to learn new technologies quickly.
Preferred Qualifications - Experience in a customer support or IT service desk role.
- Certifications such as CompTIA A+, ITIL Foundation, or equivalent are a plus.
- Understanding of SLA frameworks and incident management best practices.
Average hourly compensation for this role is $25.00 an hour.
Job Tags
Hourly pay, Full time,