SPECTRIO LLC Hiring for Senior Technical Support Specialist Job at Tampa, FL Full Time

Spectrio has been recognized as one of Florida’s highest-growth companies, ranking at No. 127 on the 2021 Inc. 5000 Florida Regional list, up 53 places from the previous year. In 2020, the Company made the national Inc. 5000 list for the ninth time, ranking at No. 3050, up 756 from the previous year.

Primary Objective:

The Senior Technical Support Specialist is passionate about the Spectrio brand and products while providing technical support for internal and external customers, managing tech support projects, and troubleshooting highly escalated technical issues.

Responsibilities include:

• Providing senior-level technical support to customers, technical support agents, or 3rd parties, via phone, email, chat, or other channels.
• Acts as the top technological escalation point for the Support Team; assists with identifying development and training opportunities.
• Collaborating with other teams, or departments to ensure timely resolution of escalated issues.
• Ability to comprehend, apply and present technical information to customers in a non-technical manner.
• Ability to quickly learn technologies and products using documentation and internet resources.
• Ability to work with all levels of IT staff inside and outside the organization.
• Troubleshooting software and hardware configurations issues for users on demand or from inspection of the systems
• Installing and configuring network equipment to fix hardware or software issues
• Communicating customer networking issues to other employees and management.
• Responsible for the review of the internal and external knowledge base and performing changes as needed.
• Responsible for proofing technical information being added to the knowledge base by the Support Team.
• Audit technical cases being escalated to development to ensure that all known solutions have been tested before moving to Development.
• Act as the liaison between Development and Support as additional information and testing are required on Escalated Support cases.
• Consults with users to determine appropriate hardware and software needs on existing Support Cases.
• Provides timely resolution of problems or escalations on behalf of the end-user to appropriate the next level of support in alignment with established service level agreements.
• Responsible for alerting management to emerging trends in service tickets, problems, or issues.
• Utilize computer equipment, software, and diagnostic tools to perform a broad range of computer operations assignments.
• Assist with the creation and documentation of technical knowledge base for common issues experienced by end-users.
• Improve existing technical processes by evaluating objectives and specifications and making recommendations.
• Perform data entry duties to document problems and conversations on the end-users case.
• Perform other duties as assigned.

Requirements:

Qualifications:

• 2+ years experience working with B2B software
• 2+ years providing customer-facing technical support in a high-volume environment
• Experience with Firewalls, Network Ports, Internet VPN’s remote implementation, troubleshooting, and problem resolution is desired
• Understanding of Network security protocols and standards
• Basic working knowledge of MDM Systems
• A.S. in Computer Science preferred
• Previous CRM and ERP experience preferred
• Experience using Google Suite, and other basic computer-related skills
• Experience working cross-functionally
• Ability to effectively prioritize and execute tasks and adapt to change
• Ability to work under pressure with interruptions and challenging deadlines
• Must show aptitude and desire to learn new skills on the job
• Strong communication and collaboration skills with excellent attention to detail
• Analytical and problem-solving abilities
• Team-oriented, collaborative and have a positive attitude.

• Position is Remote. Considering candidates in these states FL, NC, SC, TX, GA, TX & AZ

Spectrio is a leading provider of comprehensive digital signage solutions that empowers clients to transform their business locations into modern, dynamic destinations for customers and employees. Headquartered in Tampa, Fla., and founded in 2002, Spectrio serves over 150,000 franchise and enterprise locations in multiple industries, including quick-service restaurants, automotive, healthcare, and financial services. With supporting offerings geared towards Overhead Music, On-Hold Messaging, WiFi Marketing, and more, Spectrio offers businesses a complete customer engagement solution at scale. For more information, visit www.Spectrio.com.

Spectrio offers a wide range of benefits for our team members, including Medical, Dental, Vision, Paid Parental Leave, 401k, HSA, FSA, Dependent Care FSA, Short and Long Term Disability, Life Insurance, EAP, Paid Time Off, Paid Sick Time, Paid Holidays, and Education Reimbursement.

Spectrio is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, creed, marital status, pregnancy, disability, national origin, sexual orientation, gender identity, veteran status, or any other protected category.

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