Job Description
Our client is seeking a Technical Support Specialist to serve as the primary escalation point for complex customer issues while delivering an exceptional support experience. This individual will leverage deep technical expertise to troubleshoot, configure, and resolve advanced customer inquiries, working closely with engineering, product, and vendor teams to ensure timely resolutions. The ideal candidate will act as a subject matter expert for both customers and internal teams, contribute to knowledge base documentation and self-service resources, and proactively identify opportunities to improve support processes and reduce ticket volume. Additionally, this person will serve as a strong customer advocate, providing feedback and insights to help enhance product usability, documentation, and the overall customer experience while driving long-term customer success. The salary for this role is $16-17k USD/yr.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• Ability to communicate in English and Spanish
• Associate's degree in a relevant field or equivalent practical experience in lieu of
education
• Minimum of 2 years in the IT or a related field with experience directly
interfacing with customers delivering & supporting IT or technology solutions.
• Prior experience in a customer support role, preferably supporting payment
technology, IOT, or similar technology.
• Strong technical aptitude and ability to quickly learn and understand complex
software products.
• Excellent problem-solving and analytical skills with a proactive approach to issue
resolution.
• Exceptional communication and interpersonal skills, with the ability to
effectively communicate technical concepts to non-technical customers.
• Familiarity with support ticketing systems and customer relationship
management (CRM) tools.
• Ability to thrive in a fast-paced and dynamic environment while maintaining a
focus on customer satisfaction.
• Ability to travel nationally up to 30% of the time to customer sites for in-person
training sessions
Nice to Have Skills & Experience
• Experience with knowledge base creation and Knowledge-Centered Service
(KCS) standards.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.