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Technical Support Specialist

Company: Serialio Ltd.
Location: Cedar Park
Posted on: April 9, 2021

Job Description:

Who We AreSerialio.com is a B2B company based just outside of Austin, TX. providing enterprise workforce and field service mobile solutions for companies around the world. You'll learn about a wide range of technologies including mobile app development, Bluetooth, RFID, and more. In business for over 15 years, we still have a start-up mentality that is developing bleeding-edge technology for the mobile space. We offer a business casual environment that understands the importance of a work-life balance both for the good of our employees and the growth and success of the companyWho We WantWe are looking for an ambitious and highly motivated Technical Support Specialist to join our growing team. You have exceptional customer service and a passion to go above and beyond to help our customers. You are comfortable with a decision-making role because you are managing all our support operations including customer support, product testing, and support documentation. This role isn?t for everyone. You're highly organized and can manage multiple projects across different systems. Your keen detective skills allow you to troubleshoot a symptom yet solve for the larger problem. You are a self-starter and love learning. You long to work with an amazing team of people. If you think you?re up to the challenge, we?d love to hear from you.We need someone like this:+ You have a high comfort level with technology and can learn new systems quickly.+ You can troubleshoot basic PC and tablet (Android, iOS and Windows) issues+ You are proficient with Google work suite, Salesforce, Freshdesk, Shopify + You are comfortable with a role where most of time is spent on the phone or via email+ You have outstanding customer service skills, including strong written and communication skills+ You have a successful track record of meeting and exceeding goals+ You can balance multiple high priority initiatives, in challenging environments+ You have an exemplary work ethic, a ?get it done? attitude and high personal accountability+ You have experience in a helpdesk environment providing Hardware and SaaS technical support to individual users+ Some college preferredWhat You Will Do+ Oversee the Support department including ticket system, knowledgebase, and software testing+ Provide customer and technical support resolution via email, phone, and ticket system (Freshdesk)+ Help fulfillment team and customers with the product setup, implementation, and provide ongoing support for any questions they may have+ Assist with Salesforce admin tasks+ Provide personalized training to our customers and teach them how to use Serialio Solutions+ Build a relationship with the customer and proactively follow-up through issue resolution+ Assist customers with any product or hardware setup issues they may encounter+ Document details of all customer interactions in our CRM (Salesforce)+ Build out our self-service support section through technical writing+ Assist with improving the customer experience through enhanced Shopify/Freshdesk configurations+ Q/A Testing of mobile and desktop software products+ Think outside the boxWhat's In It For You?This is a salaried position with a range of $40-60k.Serialio is a growing company with an innovative work environment that offers:+ Competitive compensation plus innovative incentive programs+ Growth opportunities including paid training and workshops to grow your skill set+ Dental and health benefits for employees (spouse, domestic partner, and dependents can be added at additional costs)Serialio strives to maintain a fun and positive environment. Here are some perks offered to employees:+ Flexible and casual environment+ Snacks provided throughout the week+ Friday team provided lunchWhat is the target start date for this role?We?re motivated to hire for this role now, though worst case scenario we?d like to have our new teammate onboard by late Feb 2019.

Keywords: Serialio Ltd., Cedar Park , Technical Support Specialist, IT / Software / Systems , Cedar Park, Texas

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