Associate Technical Support Specialist

This position is responsible for ongoing support of all Insperity Business Performance Solutions (BPS) products to existing clients.

Responsibilities

Performs remote software support for clients on BPS solutions; Answering phones politely, efficiently, and directing calls to appropriate department, or the voice mail system when necessary; Continuously monitoring the general voice mailbox; Maintaining client information in Client Record Management system; Providing backup phone support for other Technical Support teams; Monitoring appropriate email inboxes and providing excellent email technical support; Modifying setup to support changes in the client’s business rules; Using software diagnostics tools to troubleshoot client software issues; Retraining clients on software; Providing technical support via telephone or online on any BPS product purchased by client, including custom programming as purchased and documented; Documents all client interaction on a per incident basis; Logs software issues and provides temporary known workarounds as needed; Works with customers to optimize their experience with BPS solutions; Handles business sensitive information with appropriate confidentiality; Tracks process to ensure that unresolved tickets are escalated to appropriate individual based on established guidelines and procedures; Works to improve customer satisfaction and increase customer reference-ability

Requirements

Bachelor's Degree or equivalent experience is required; Excellent communication skills, both verbal and written; Solid interpersonal skills to interface with co-workers and customers; Ability to manage multiple tasks to completion with minimal supervision; Basic understanding of various Internet browser technologies; Knowledge of web-based software solutions; Knowledge of Microsoft Windows and Apple operating platforms; Strong analytical thinking skills and process-driven work habits; Basic knowledge of CRM systems and usage; Ability to effectively communicate with technical and non-technical staff in both written and verbal format; Ability to work alone and collaborative, with technical personnel as needed; Ability to multi-task and prioritize projects in a fast-paced, deadline-driven environment

Nice to have

Technical support experience is preferred; Experience in the operation of a multi-line telephone console is preferred

Benefits

Flexibility; Career growth; Continuous learning programs; Mentorship opportunities; Ongoing training; Generous paid time off; Top-tier medical, dental and vision benefits; Health & wellness support; Paid volunteer hours