Tech Support Specialist I – CST/EST Zone
Description: • Serve as the first point of contact for brokers and clients using Warner Pacific’s technology tools, troubleshooting issues and determining the best resolutions. • Provide exceptional customer service, ensuring that all users receive efficient and professional support. • Log all support requests and inquiries into the company’s Customer Relationship Management (CRM) system. • Work closely with IT staff to diagnose and resolve issues reported by clients. • Troubleshoot and resolve software and hardware incidents across various operating systems, including Windows and Mac, as well as multiple software applications. • Take ownership of technical issues by performing root cause analysis and implementing temporary or permanent solutions to restore service as quickly as possible. • Escalate complex issues to appropriate teams when necessary. • Maintain excellent verbal and written communication skills, effectively interacting with technical and non-technical colleagues at all levels of the organization. • Exhibit adaptability and flexibility, assisting in other areas of the department or company as needed. • Stay up to date with the latest technology and internal system processes by attending necessary training sessions. • Perform other duties as assigned, in alignment with the role’s level of responsibility. Requirements: • Minimum High School Diploma required; advanced education or a degree is preferred. • Previous experience in customer support and/or IT support roles. • Proficiency in Microsoft Windows and MacOS operating systems. • Experience with software applications, particularly the Microsoft 365 Suite. • Ability to understand and demonstrate the use of computer systems, programs, and office equipment. • Strong written and oral communication skills. • Excellent organizational skills and attention to detail. • Effective problem-solving and troubleshooting abilities. • Ability to prioritize workload and manage tasks independently. • Capacity to work under pressure and meet Service Level Agreements (SLAs). • Strong customer service skills and understanding of the best practices. • Ability to type 30-35 words per minute and proficiency in 10-key entry. • Willingness to work overtime, holidays, and weekends as required by senior management. Benefits: • Health insurance • Retirement plans • Paid time off • Flexible work hours • Professional development opportunities Apply tot his job