Technical Customer Support Specialist I

2 months ago


Montréal, Canada Madcap Software Full time

Job Location(s): Montreal, Quebec

**Position Summary**:
The Technical Customer Support Specialist provides technical assistance and answers to user’s questions, resolving tickets, and assisting users by troubleshooting problems with computer hardware or software.

**Duties and Responsibilities**:

- Identifies, investigates, troubleshoots, and resolves customer problems with computer software and hardware.
- Consults with users to determine steps and procedures taken to identify and resolve the problem.
- Applies knowledge of computer software, hardware, and procedures to solve problems.
- Guides users through diagnostic and troubleshooting processes, which includes use of diagnostic tools, software, third party software, and/or following verbal instructions.
- Collaborates with other team members to research and resolve problems.
- Collaborates with other departments to explain errors and/or recommend modifications in software.
- Commitment to helping the Support Team achieve its goals.
- Performs other related duties as assigned.

**Required Skills**:

- Must use moderate customer service skills and willingness to go the extra mile when helping customers.
- Excellent verbal and written communication skills.
- Team player with good interpersonal skills.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Work independently and as part of a team in a customer-driven, fast-paced environment where each member of the team is required to maintain department expectations as it relates to customer satisfaction and response time.
- Strong analytical and problem-solving skills.
- Ability to prioritize assignments provided by Team Lead and Manager
- Proficient with Microsoft Office Suite or related software.
- Proficient with or the ability to quickly learn an array of computer hardware and software.



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