Senior Technical Support Specialist
Description: (View Short Job Description)
Essential Function 1 - Provide advanced technical customer support to customers using any Human Kinetics digital products. This includes, but is not limited to, all website functions, bound-in book software, and other marketed software such as the Fitnessgram suite of products.
Description
a. Interact with customers to determine the root cause of their issue and then apply expertise to resolve it to the customer’s satisfaction.
b. Accurately describe and explain basic and advanced level functions of software to current and potential customers
c. Provide high quality advanced technical customer support of all Fitnessgram products.
d. Work with developers in troubleshooting issues, providing detailed information about the problem and ensuring solutions are implemented.
e. Provide expertise on all supported platforms for HK products including SQL, Microsoft Server, IIS, MAC OSX. This includes browser technologies such as Internet Explorer, Chrome, Safari, Firefox.
Essential Function 2 - Work with TES team to resolve customer support issues by participating in the Phone Loop, working on support tickets and acting as a resource to other team members for higher end technical questions.
Description
a. Communicate effectively with co-workers throughout Human Kinetics and with both existing and potential clients.
b. Answer the phone professionally and efficiently according to HK guidelines
c. Respond to all queries within timeframes described in the SLA agreement or as otherwise instructed.
d. Provide dependable accurate information and solutions to end users who are having problems with HK digital products including software, web sites, and online courses.
Essential Function 3 - Work with TES team to test and evaluate (as needed) all HK digital products for quality and functionality. Work with software developers to identify bugs and provide accurate and useful information for resolution.
Description
a. Evaluate software for usability and functionality
b. Test how HK products perform in various user environments and how it reacts over all systems including local resources and network infrastructure
c. Track and document bugs or problem areas as specified by the Lead Tester or Project Leader
d. Work with pilot testers on beta software to generate feedback on usability and functionality
e. Develop and insure accurate and detailed Help Files and FAQ’s
Essential Function 4 - Actively perform analysis on support trends
Description
a. Work with TES Director to perform statistical and observational analysis.
b. Provide recommendations on ways to improve technical support through root cause bug fixes, usability and development changes and other means as identified.
c. Provide input to and create historical reports
Essential Function 5 - Stay current on consumer technology trends and technologies being developed for HK Digital products.
Description
a. Maintain current knowledge on HK supported technology through self study or seeking out and recommending training opportunities
b. Be cognizant of consumer technologies being used in order to stay at the forefront of our ability to provide good technical support to HK customers
c. Act as a resource to other TES staff by distributing information on current support opportunities.
Skills
Interpersonal
- Must demonstrate a high degree of responsiveness to customers with a sense of urgency.
- Must have excellent oral and written communication skills.
- Must have excellent teamwork skills and be able to interact positively with internal and external team members and customers.
- Must be reliable, timely, and dependable
Cognitive
- Must have excellent organizational skills
- Must be able to prioritize effectively and manage multiple tasks
- Must be able to work independently and as part of a team
- Must be able to follow through tasks to completion
Requirements
Education Associates Degree or higher in a computer-related field
Qualifications
Equivalent experience in a help-desk, technical support or other computer-related role may be substituted for the educational requirement
Credit Card Security
This position will have access to customer credit card data and must comply with all policies and procedures designed to keep that data from being compromised.
