Support Specialist

Overview

The Support Specialist works to ensure that our Clients (external customers) and staff (internal customers) receive timely and appropriate assistance for systems and technology issues. The Support Specialist is highly versed with our SaaS offerings to a level of being a trainer to Clients and expert troubleshooter when problems with use of our SaaS offerings arise.

Responsibilities

  • Respond to inbound calls and tickets in an efficient, courteous, and knowledgeable manner with a focus on creating Raving Fans
  • Properly document and track work-to-resolution inside our Helpdesk ticketing system
  • Work with the Development department and our key IT managed services providers to escalate and liaise help requests received by the Support Desk which must be escalated
  • Collaborate and coordinate with vendor partners (telco, copier companies, etc.) to ensure they participate in problem resolution in a swift and accurate manner
  • Work with support and development  team members on problem recognition, correlation & notification
  • Maintain an open line of communication regarding events and follow-ups
  • Proactively determine ways to improve support/service and reduce the number of help requests
  • Augment Client Success Manager on projects and initiatives to drive better client satisfaction
  • Coordinate installation and/or upgrade of software and hardware, and personal computers
  • Assists with ensuring asset inventory is maintained, including personal computers, desk phones, and door access FOBs
  • Work on special company projects with a deadline focus without compromising quality and speed of resolution of Support Desk task assignments
  • Maintain confidentiality of customer information
  • Follow established policy and protocol
  • Take independent action within established options and develop new procedures and approaches to problems when necessary
  • Analyze assignments based on a wide knowledge of many factors where application of advanced or technical concepts are required
  • Maintain visual attention and mental concentration for extended periods of time
  • Perform duties and make decisions with patience and tact under frequent time pressures.
  • Multi-task – moving along resolution of multiple assignments concurrently and according to agreed-to deadlines
  • Frequently lift and carry computer equipment with the average of 20 pounds.
  • Hold 3rd party vendors accountable for assigned work and commitments

Requirements

  • Associate’s degree or equivalent work experience
  • Technical support experience in a helpdesk / support desk type capacity
  • Strong customer care orientation as a key “face to the customer” for Ethico
  • Strong oral and written communication skills
  • Experience in personal computer, mobile device, and network printer technical support
  • Experience with VOIP phone administration is a plus
  • Fluent in the use and configuration of our SaaS solutions - particularly myCM, MCR, SanctionCheck, LicenseCheck, and Intelligent Intake App. 
  • Mastery of use of our Helpdesk system
  • Fluent with Microsoft office tools – especially MS Word and Excel
  • Experience with Mobile devices (iPad, iPhone, Android, etc.)
  • High technical acumen and problem-solving skills
  • Strong multi-tasker – able to juggle multiple priorities with high sensitivity to established deadline

Why join the Ethico Team

  • People first company culture and family atmosphere
  • Company paid Medical, Dental, and Vision for Employee
  • Company funded HSA, if enrolled in HDHP
  • 401(k) with company match up to 4%
  • STD, LTD, and ADD
  • Company paid Life Insurance
  • PTO
  • Flexible Working Environment available for some positions
  • Annual profit-sharing bonus
  • Paid Maternity/Paternity leave
  • And much more!

Language

  • English

Location

Hybrid, located in Charlotte, NC.

Salary Range

$40,000 - 45,000

Exact compensation may vary based on skills, experience, and location.

Process

  • Prescreen with the People Team (15 Minutes)
  • Wonderlic Assessment (60 Minutes)
  • Interview with the Hiring manager (60 Minutes)
  • Interview with your future team (60 Minutes)

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status. Women and underrepresented minorities continue to be underrepresented in our workplaces. The diversification of applicant pools constitutes an important step for broadening the participation of women and URM in the workforce. Research shows that women and people of color disproportionately do not apply for jobs where they do not meet 100% of the "requirements." If you think you can do this job, we encourage you to apply. Ethico is committed to breaking structural barriers to entry and career progress, and driving fair hiring practices in our workplace.

 

 

Sound like you? Apply Today.