Technical Support Specialist

Role And Responsibilities

Reporting to the Operations Manager of Global Customer Services (GCS), the Support Specialist (SS) is the principal point of contact to the customer/user in the resolution of system failures related to the computer hardware and software components of our systems. Support Specialist is responsible for coordinating the resources and materials necessary to resolve the Incidents and Service Requests assigned. In addition, the Support Specialist will be assigned ‘special projects’ for both Internal (GCS) and External (Clients) needs.

As a Support Specialist You Will

• Administer incidents and service requests according to current support procedures and protocols
• Use a methodical approach in gathering facts and performing diagnostics.
• Identify computer related hardware and software problems using base line configuration and training
• Escalate to the appropriate authorities for computer hardware and software issues falling outside the role and responsibility of the Support Specialist.
• Ensure that the customer/user is always aware of the status and progression of their Incidents and Service Requests.
• Validate and ensure that all established processes have been followed before any incident closures.
• Interact with Lead Support Specialists or Support Experts to validate and assist in the resolution of incidents.
• Maintain excellent verbal and written communication skills.
• The SS will receive and manage, as per established Standard Operating Procedures, support requests and open incidents from telephone calls and emails as required.
• The SS as the owner of the incidents assigned to him/her is responsible for the incident resolution from cradle to grave and for all communication with the users/customers and FT and contractor Field Services representatives.
• The SS is also responsible to document all relevant activities in the Support Management System(s) and to generate and manage Service Requests associated with the Incidents.
• Need to be fluent in all Support disciplines; maintain his/her skills current on all aspects of FT products and services.
• Maintain skill set current on System Operating Systems and third-Party applications used by Support Personnel and by FT products.
• Assist with Special projects as assigned by GCS Management
• Provide customer requested ad hoc reports. Collaborate with peers and colleagues to ensure quality and accuracy of all customer delivered reports.
  
  

This might be you if you have SOME of the following

• Candidates to possess a computer science / software degree or equivalent experience.
• One to two years’ experience as a Customer Service agent
• Qualification or certification in Operating systems; Windows
• Good skills in operating systems troubleshooting
• Need to be familiar with the ITIL standards (and successfully complete an ITIL Foundation exam) as well as other Support and Software industry Standards.
• Familiar with basic computer architecture (CPU, Network Cards, Peripherals)
• Familiar with networking protocols and associated hardware and infrastructure such as modems, routers, hubs, switches.
• Excellent communication and interpersonal skills
• Strong analytical and problem solving skills
• Trilingual (English/Spanish/Portuguese) required.
  
  

Comps And Benefits

Employer Paid:

Medical insurance

Vision insurance

Dental insurance

401(k)

Paid maternity leave.

Paid paternity leave.

Disability insurance

Requirements For Employment With Leads

• Must pass criminal background check.
• Must live locally within the Largo area.
• Must show documentation of eligibility to work in the U.S.
  
  

Note that this job description represents the core technical responsibilities of the role and is not meant to address goals, productivity measures, or service levels.

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