Customer Technical Support Specialist - Irvine, CA

Seeking a Customer Technical Support Specialist with 2 years software support/IT experience to assist our clients with their applications in our products.  

Responsibilities:

  • Provides customer ordering processing support which may include researching, troubleshooting, analyzing, and resolving customer technical support issues.
  • Acts as the primary support contact for Customer Technical Support (CTS)
  • Provides system configuration and implementation of CAD and CAM computers purchased through our company.
  • Supports external customers in resolving problems related to our CAD systems.
  • Supports internal applications specific to CTS such as VLTrader, eStatements validation, and Daily Case Summary.
  • Answers Customer Support line during identified shift ensuring calls are answered within targeted service level timeframes.
  • Monitors Customer Support Help Inbox for emails and identifies, documents, and responds to requests immediately upon receipt.
  • Utilizes SQL Server Management Studio to perform predefined tasks.
  • Assists CTS Analysts in testing, reviewing, and implementing new product enhancements.
  • Works with CTS Analysts in providing technical information, testing, and evaluation of bugs and enhancements.
  • Contacts customers with updates via phone and email on status and problem resolution.
  • Communicates with external customers’ IT departments to resolve problems when necessary.
  • Ensures tickets owned by individual technicians are updated regularly and that customers are updated on a regular basis.
  • Logs all inbound and outbound activities (phone and email) into CRM ticketing system.
  • Provides first point of contact (SPOC) support to customers; escalates issues to appropriate IT sub-departments, Customer Service, and/or Technical Advisors as required to resolve issues.
  • Tracks, troubleshoots, updates, escalates, and closes customer support cases as appropriate.
  • Creates procedure manuals, end-user documentation, and Knowledge Base Articles utilizing Microsoft Dynamics CRM.
  • Uses remote desktop control tools to assist and resolve customer issues.
  • Meets department target objectives on response and resolution times.
  • Participates in new product technical support and delivery reviews.

Requirements:

  • Bachelor’s degree or certification in a computer related field, a plus
  • Minimum of two (2) years’ experience in software support analysis of external customer IT applications.
  • Experience supporting web based applications.
  • Experience logging inbound and outbound customer communications and escalating support issues.
  • Experience working in a HIPAA regulated environment.
  • FastDesign, or other similar software experience, a plus.
  • Helpdesk or technical support experience, a plus.
  • LAN/WAN troubleshooting experience, a plus.
  • U.S. citizen/green card holder required.