Technical Support Specialist

General Responsibility: The Technical Support Specialist is responsible for providing technical support and troubleshooting assistance to Surgere customers and Interius users in a timely and professional manner. The Technical Support Specialist will help resolve a wide range of technology-related issues, including hardware and software problems, network connectivity & user account management.

Technical Support Specialist Job Duties:

• Provide technical support and troubleshooting assistance to resolve a range of technology-related issues, including both hardware & software, network connectivity, & user account management.
• Respond to and resolve tickets within Surgere's standard SLA in the HubSpot ticketing system.
• Conduct research and analysis into complex issues involving Surgere software and hardware systems; escalate as needed to the appropriate Surgere teams ensuring prompt resolution.
• Installation and configuration of Surgere's software on middleware and RFID devices.
• Identify and document standard processes within the Customer Care Department.
• Collaborate with Customer Experience team to identify recurring issues and suggest process/training improvements.
• Create and maintain knowledge base articles for HubSpot Support Portal.
• Provide sandboxing and on-site troubleshooting of hardware.
• Assist with client program set-ups and integrations.
• Perform other related duties as assigned.
• Make 100% of Surgere customers "Raving Fans".

Requirements

Knowledge, Skills and Abilities:

• Proven experience in a help desk or technical support role
• Strong knowledge of hardware, software, operating systems & networking fundamentals
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Ability to explain technical issues to technical and nontechnical employees and customers
• Willingness and ability to learn and navigate new technologies and software applications
• Excellent attention to detail, organizational, and time management skills
• Ability to prioritize tasks and escalate when appropriate
• Demonstrated ability to work as part of a team
• Must be self-motivated and able to adapt to a rapidly changing environment

Core Competencies

• Values. Demonstrates in word and action Surgere's core values of caring, trust, sense of urgency, responsibility, passion and persistent discovery, in all matters at all times.
• Relationships.

  Builds authentic relationships in the service of enhancing individual and team performance to support Surgere's work.

• Communication. Listens and expresses self effectively and in a manner that reflects a true understanding of the needs of the audience.
• Quality Results. Demonstrates and fosters a strong commitment to achieving goals in a manner that provides quality experiences.
• Change Capacity.

  Leads self and others through change by navigating ambiguity appropriately and adapting well to new situations, obstacles, and opportunities.

• Emotional Maturity. Demonstrates effective interpersonal skills.
• Self-Development. Is dedicated to the improvement of own capabilities and demonstrates this through the continual expansion of knowledge and skills.

Salary Description

Starting at $55k, based on experience