Description and Responsibilities

A Technical Support Specialist provides training and technical assistance to customers, both internally and externally. Team members will be responsible for being the first level of support for all incoming support activities. The team will be responsible for creating tickets in ConnectWise and managing support activities through completion. This team will interact with all areas of Heartland, manufacturers, and partners, and be responsible for getting the appropriate resources involved to bring the case to resolution. This team will continuously add content to our knowledge base to ensure that we build a process that allows us to resolve recurring issues in an efficient manner. Requires interaction with clients and helping them resolve their technical issues through electronic medium such as email, phone, and remote assistance. This position also trains clients to help them learn to use AIDC hardware or software applications.

Reporting Structure

• Director of Support

Responsibilities

• Customer satisfaction
• Creating technical support cases via ticketing system
• Provide customer support, within guided Tier 1 knowledge base
• Professional interactions with internal and external customers, manufacturers, etc.
• Respond to all incoming requests within 4 business hours
• Create/Maintain documentation, including:
  • Troubleshooting tips
  • Customer/Internal FAQ’s 
  • Resolutions to common issues to build knowledge base for customer portal

• Escalating cases as needed within process guidelines
• Continued education within Heartland helpdesk syllabus

Job Type:

Full-Time_Salary Exempt

Job Pay:

Based on experience