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Associate Technical Support Specialist

Job Title

Associate Technical Support Specialist

Job ID

27683698

Location

Kingwood TX US 77339

There’s a reason Insperity was ranked in the top 3% on Workplace Dynamics’ National Top Workplaces list and named one of the top 100 companies to work for in the U.S.

Want to work for us and find out why?

As a trusted advisor to America’s best businesses for more than 35 years, Insperity provides an array of human resource and business solutions designed to help improve business performance. In addition, we provide the client company and their worksite employees with a wide array of value-added benefits and services.

Insperity offers a competitive compensation package and a world-class benefits package, including 19 days paid time off, 9 paid holidays, medical, dental and vision benefits, 401k and tuition reimbursement. At Insperity, we’re committed to providing a positive work environment, and to helping our employees succeed both personally and professionally.

Associate Technical Support Specialist

We are currently seeking a Associate Technical Support Specialist to join our team.

Summary
This position is responsible for ongoing support of all Insperity Business Performance Solutions (BPS) products to existing clients

Responsibilities
Under moderate supervision and moderate decision-making:

  • Performs remote software support for clients on BPS solutions which could include, but is not limited to: 
  • Answering phones politely, efficiently, and directing calls to appropriate department, or the voice mail system when necessary.  Continuously monitoring the general voice mailbox.
  • Maintaining client information in Client Record Management system.
  • Providing backup phone support for other Technical Support teams.
  • Monitoring appropriate email inboxes and providing excellent email technical support.
  • Modifying setup to support changes in the client’s business rules.
  • Using software diagnostics tools to troubleshoot client software issues.
  • Retraining clients on software.
  • Providing technical support via telephone or online on any BPS product purchased by client, including custom programming as purchased and documented.
  • Documents all client interaction on a per incident basis.
  • Logs software issues and provides temporary known workarounds as needed.
  • Works with customers to optimize their experience with BPS solutions.
  • Handles business sensitive information with appropriate confidentiality.
  • Tracks process to ensure that unresolved tickets are escalated to appropriate individual based on established guidelines and procedures.
  • Monitors appropriate email inboxes and provides excellent email technical support.
  • Works to improve customer satisfaction and increase customer reference-ability.

Qualifications

  • Bachelor’s Degree or equivalent experience is required. 
  • Technical support experience is preferred.
  • Experience in the operation of a multi-line telephone console is preferred.
  • Ability to adapt quickly to change.
  • Excellent communication skills, both verbal and written.
  • Solid interpersonal skills to interface with co-workers and customers.
  • Ability to manage multiple tasks to completion with minimal supervision.
  • Basic understanding of various Internet browser technologies
  • Knowledge of web-based software solutions
  • Knowledge of Microsoft Windows and Apple operating platforms.
  • Strong analytical thinking skills and process-driven work habits.
  • Basic knowledge of CRM systems and usage.
  • Ability to effectively communicate with technical and non-technical staff in both written and verbal format. 
  • Ability to work alone and collaborative, with technical personnel as needed.
  • Ability to multi-task and prioritize projects in a fast-paced, deadline-driven environment

At Insperity, we celebrate the diversity of our employees and our leadership. Insperity is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.