Technical Support Specialist

2020 Companies Fort Worth , TX 76102

Posted 1 week ago

Duties and Responsibilities

Job Description

  • User account administration for the field sales team and external customers

  • Assisting with user account set-up

  • Managing job roles

  • Troubleshooting account issues

  • Investigating reward redemption issues

  • Investigating points issues

  • Managing the email inbox to support customer's technical issues

  • Support field sales activity and communications, as well as the identification, creation, and/or implementation of processes and tools

  • Responsible for responding to customers in a timely manner regarding system questions or issues

  • Participate in system upgrades and provide User Acceptance Testing for all new updates

  • Pull reports in order to analyze data, provide usage reports and support the field sales team objectives

  • Responsible to communicate with all levels of leadership as needed

  • Work closely with cross functional team members to provide assistance in the execution of field programs

  • Work with various departments within to help with field sales team tools, initiatives and requirements

  • Assist in the creation and maintenance of Standard Operating Procedures as well as interdepartmental policies and procedures

Qualifications

  • Associate degree with 3-7 years of directly related experience or bachelor's degree with 2-3 years of experience is required

  • Platform administration and support experience required and LMS experience is a plus

  • Technical support experience is required

  • Experience using MS Office (Excel proficiency to include VLOOKUP, Pivot tables and If/Then logic) and MS Outlook

  • Solid written communication skills are required

  • Customer service experience is required

  • Ability to work independently and manage own projects is required

  • Ability to communicate with all levels of leadership as necessary is required

  • Ability to independently resolve technical issues within the system

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Technical Support Specialist

2020 Companies