Support Specialist Job Description

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Support Specialist Job Description

Job descriptions
Information Technology

Job summary 1

The Support Specialist will have the task of overseeing and implementing all IT functions of the Company. This position needs to have expert knowledge of the IT industry’s best practices and stay up-to-date with advances.

Duties & Responsibilities 1

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Requirements & Skills 1

Bachelor’s degree in Information Technology, Information Systems, or Computer Science or 5 years equivalent experience in the IT field
Excellent written and verbal communication skills
In-depth knowledge of Google Apps administration, Microsoft Windows, and network administration
Proven record of problem-solving and project management skills
Experience in troubleshooting and maintaining Microsoft Windows desktop operating systems
- Must have empathy for and understanding of the needs of senior citizens
- Valid Driver’s License is required
- Regular and predictable attendance is required

Job summary 2

We are currently hiring a Support Specialist who can work in a fast-moving, unstructured environment across multiple digital products. The Support Specialist will report directly to the Senior Operations Manager and will be responsible for the day-to-day customer support, administration, and customer engagement-related requirements of our new rental platform. This position represents the opportunity to gain significant visibility in a new business. In addition, you will assist in generating new content, representing the business to new members, and helping connect our members to create new experiences. This position requires the ability to independently monitor platform engagement and success metrics to help in the constant iteration process. We are seeking an individual that is looking for a new challenge within an exciting work environment and an entrepreneurial culture.

Duties & Responsibilities 2

Monitor and respond to inbound service requests
Act as primary liaison with general customer support team members
Manage owner/renter relationships
Assist in generating site content and support documentation
- Build relationships with owners and renters
- 24/7 availability for incoming requests
- Actively monitor the platform for UX modifications and make appropriate recommendations

Requirements & Skills 2

A proven track record of customer-focused front-line experience
Superior written and oral communications skills
High-level proficiency in MS Excel, PowerPoint, and Word
Minimum Bachelor's degree required
Ability to travel upon request
An ability to find innovative solutions and identify opportunities for improvement
- Ability to work within a team with ever-changing priorities and evolving processes
- A deep understanding of the sharing economy and common practices
- An entrepreneurial mindset and desire to help grow a nascent business

Job summary 3

As a Support Specialist, you’ll be part of our small, nimble team providing technical guidance and unparalleled support for our customers. Our world-first product is in the hands of global merchants and our team is a critical piece in ensuring their success during usage.

Duties & Responsibilities 3

Excel independently and as a team when working to solve real customer problems and deliver full solutions
Respond to a high volume of support inquiries through multiple channels: email, chat, and social media
Contribute to our growing knowledge network - a resource of answers to improve resolution for customers and the team

Requirements & Skills 3

A solid technical aptitude - we love tech support backgrounds or a history of self-started technical growth
You’re an empathetic self-starter who loves technology and enjoys helping others to successfully use it - this isn’t run-of-the-mill customer service, we strive for the Melt Your Face experience!
- Passion for helping others internally and externally - at least a year in an empathy or people-focused role
- Impeccable written and verbal communication and strong attention to detail
- In addition, we give bonus points for having a SaaS or eCommerce background!

Job summary 4

The focus of the Support Specialist’s role is to drive and close Enterprise Support opportunities to ensure customers are supported throughout all stages of the product lifecycle, improving their health and enabling customer outcomes and consumption. The Support Specialist leverages Company’s unique expertise, including direct access to product teams, to help customers use their Company investments as productively as possible.

Duties & Responsibilities 4

Plan & Execute as One to Enable Customer Outcomes - working closely with the Account Executive & account team to ensure a positive 'One Cpmpany' customer experience
Close Deals Through Effective Deal Team Orchestration - owning Support sales opportunities end to end, leveraging appropriate account & pre-sales roles to bring the best resources to ensure customer satisfaction & deal success
Meet or Exceed Revenue Targets, Maintaining Sales Hygiene & Deal Excellence - executing discipline in lead management, opportunity qualification, close planning, pipeline hygiene, forecasting & deal commitment

Requirements & Skills 4

Job summary 5

As a Support Specialist you will create passionate advocates of Company tools by empathizing, educating, and empowering users of our products. You will deliver outstanding customer support while answering user questions and professionally communicating technical solutions.

Duties & Responsibilities 5

Delighting our customers – providing excellent service to ensure customers leave each conversation happier
Organization – accurately record, track, and document customer requests
- Problem-solving – Ask relevant questions, troubleshoot, and leverage internal resources to resolve customer inquiries
- Desire to grow – driven to develop your skills, learn more, and constantly improve your performance
- Stepping up – asking questions, challenging the norm, collaborating with teammates, and being a team player.

Requirements & Skills 5

Empathy – you easily put yourself in others’ shoes and want to help them
Listening – you actively listen and understand the question before answering
Autonomy – you are comfortable working independently, managing your workload, and asking for help when needed
Problem solving – you enjoy digging deeper and discovering new answers
- Passion – you are committed to doing good work and having fun while you do it
- Friendliness – you genuinely like people and enjoy collaborating with customers
- Tech savvy – you are comfortable using Microsoft products and varying web browsers

Job summary 6

We're looking for a Support Specialist to collaborate with our engineering team to build processes, procedures, and quality metrics for our technical support function. The right person will be excited by getting their hands dirty with the day-to-day needs of the help desk, support, and technical support functions, as well as enjoy the autonomy and management of building the function from the ground up. As the only person on the IT support team, you'll be heavily involved in shaping our daily practices in terms of quality, customer service, onboarding and offboarding of employees, troubleshooting SLAs, ticketing, and the Company’s overall ability to support its employees from an IT, hardware, and technical support perspective.

Duties & Responsibilities 6

Develop IT Roadmap and solutions in alignment with our business stakeholders
Own and optimize existing tools and related processes (Okta, JAMF, Intune, Azure AD)
Coordinate initiatives with DevOps, Security, and Compliance teams
Streamline onboarding and offboarding processes to ensure the protection of data and smooth transitions
Prepare for new hires by procuring, provisioning, and maintaining machines and access
- Work with internal business units to perform root cause analysis for any high-impact incidents
- Respond to requests promptly, whether working with C-level executives or interns
- Assume responsibilities related to maintaining current and future office spaces (Wifi, conferencing, printer, etc.)

Requirements & Skills 6

Bachelor’s Degree or relevant field or work experience
- 2 years administering MDM (JAMF preferred)
- Understanding of hardware, software, and networking requirements
- Familiarity with Mac and PC machines, as well as an ability to troubleshoot in both environments

Job summary 7

The Support Specialist works with the Home Lending Processing and Sales teams, borrowers, and third-party providers to obtain documentation and perform clerical-type tasks needed to submit a thorough, accurate, and complete loan package to Underwriting and Closing. verification of employment or scheduling a closing with a title company, as needed throughout the loan application process.

Duties & Responsibilities 7

Performs clerical-type tasks such as sending necessary follow-up letters/disclosures and ordering services or documents needed during the loan application process.
Supports processors in task-related items such as completing a verbal
Supports the management team in task-related items such as file assignment, routing work from centralized email boxes, or any other clerical type processing task needed to operate the processing team efficiently.

Requirements & Skills 7

0-1 year similar or related experience required
Effective communication skills with a high level of customer service
Ability to multi-task and operate effectively in a high-paced environment
Detail orientated with proficient organizational skills
Ability to adapt to and accept change
- Strong listening skills
- Experience and ability to use common Microsoft Office applications
- Ability to learn basic computer programs

Job summary 8

This role will report directly to the IT Manager. Our operations team is small but mighty, we all wear many hats to keep things running smoothly. The Support Specialist will be responsible for onboarding new employees with equipment and SAAS access, assisting employees with day-to-day technology needs, troubleshooting access or equipment failures, and assisting the operations team on projects that require IT input. Our team has a customer service-first mentality to keep our employees up and running with security at the front of our minds, but we do all we can to ensure speedy delivery of services. We are HIPAA compliant and deal with very sensitive information. We are also a growing business moving very quickly. An ideal candidate can weigh the needs of our internal customers with the security needs of our business and keep things moving forward as best as possible.

Duties & Responsibilities 8

Provide tier 2 & 3 level support to users via Slack, email, and Zoom
Refine processes, documentation, and systems as needed as needs of business change
Escalate issues to teammates and/or other departments as appropriate
Ability to manage multiple and, sometimes, competing priorities with some guidance
Onboard new employees and work to develop systems to improve the process
Assist with networking/work-from-home issues
- Provision access to SAAS products when needed
- Assist with long term IT projects
- Develop systems for onboarding/offboarding and access needs

Requirements & Skills 8

A desire to solve new and interesting issues where internal documentation doesn’t suffice
Ability to manage multiple and, sometimes, competing priorities with some guidance
Great communication skills with teammates, keeping everyone in the know and letting the team know when help is needed
Stay until the job is done, doesn't give up on an issue, thinks of creative solutions
- Manage time and tasks efficiently with some guidance
- Ability to work earlier and later than standard business hours depending on the business need (the team balances these needs out by covering on-call time for teammates who worked non-standard hours)
- 5+ Years of general IT experience

Job summary 9

The Support Specialist is responsible for providing comprehensive technical support for store and home office operations, troubleshooting end-user problems, and following established policies/procedures and escalation processes.

Duties & Responsibilities 9

Requirements & Skills 9

Job summary 10

The Support Specialist takes phone calls, documents problems, supports hardware & software, and trains end-users. The position is also responsible for troubleshooting technical problems involving hardware, software, or connectivity. Support Specialists may also be asked to participate in technical projects.

Duties & Responsibilities 10

Provides customer service in person, via phone calls, via email, or through remote connectivity tools.
Documents customer issues and requests. Also documents internal procedures.
Troubleshoots technical issues and finds solutions to customer problems.
Maintains the inventory of FCPC assets (Phones, Computers, Tablets, Monitors, etc).
Trains customers on the usage of hardware and software.
- Supports and maintains assigned applications.
- Participates in after-hours on-call support schedules.
- Executes on technology related projects.

Requirements & Skills 10

Associate’s Degree in CIS, MIS, or a technology-related field of study.
1-2 years of experience in customer service or technical support preferred.
Clearly and effectively communicate verbally and electronically.
- Must have strong analytical skills, with the ability to effectively diagnose problems
- Ability to both create and follow procedural instructions.
- Experience with any 4 of the following 10 applications or categories: Active Directory, Remote help tools, inventory management solutions, Airwatch, Helpdesk ticketing software, Cisco Unity, Microsoft Office applications, Exchange, Windows 10, or Call Manager.

Frequently asked questions

What Is The Description Of support Specialist?

A support specialist is a professional who provides technical and administrative support to customers, clients, or employees in an organization. The specific job description for a support specialist can vary depending on the industry and the organization, but here are some general responsibilities that are typically associated with this role:

Responding to inquiries: A support specialist is responsible for answering questions and resolving issues from customers, clients, or employees. This may involve answering phone calls, responding to emails, or using live chat or other messaging systems.

Providing technical support: A support specialist may provide technical support for hardware or software products, troubleshoot issues, and provide solutions to technical problems.

Maintaining documentation: A support specialist may maintain documentation such as user manuals, training materials, and knowledge base articles to help customers, clients, or employees find solutions to common problems.

Conducting training: A support specialist may provide training to customers, clients, or employees on how to use products, services, or software applications.

Coordinating with other departments: A support specialist may need to coordinate with other departments such as engineering or product development to provide feedback on issues and to ensure that customer needs are being met.

Monitoring performance: A support specialist may monitor the performance of products or services to identify potential issues, and provide feedback to development teams on how to improve products or services.

Escalating issues: A support specialist may escalate issues to higher-level support staff, such as senior support specialists, engineers, or management if they are unable to resolve the issue on their own.

Overall, a support specialist is responsible for ensuring that customers, clients, or employees receive the assistance they need to use products, services, or software applications effectively, and for providing technical and administrative support to ensure that these systems are operating smoothly.

What Does A Support Specialist Do?

A support specialist is responsible for providing technical and administrative support to customers, clients, or employees in an organization. Here are some of the specific tasks that a support specialist may perform:

Responding to inquiries: A support specialist may respond to inquiries from customers, clients, or employees, answering questions and providing assistance with technical issues or administrative tasks.

Troubleshooting issues: A support specialist may troubleshoot technical issues with hardware, software, or applications, diagnosing problems and finding solutions.

Providing technical support: A support specialist may provide technical support for products, services, or applications, assisting users with installation, configuration, and maintenance tasks.

Maintaining documentation: A support specialist may maintain documentation such as user manuals, training materials, and knowledge base articles to help customers, clients, or employees find solutions to common problems.

Conducting training: A support specialist may provide training to customers, clients, or employees on how to use products, services, or software applications.

Coordinating with other departments: A support specialist may need to coordinate with other departments such as engineering or product development to provide feedback on issues and to ensure that customer needs are being met.

Monitoring performance: A support specialist may monitor the performance of products or services to identify potential issues, and provide feedback to development teams on how to improve products or services.

Escalating issues: A support specialist may escalate issues to higher-level support staff, such as senior support specialists, engineers, or management if they are unable to resolve the issue on their own.

Overall, a support specialist is responsible for ensuring that customers, clients, or employees receive the assistance they need to use products, services, or software applications effectively, and for providing technical and administrative support to ensure that these systems are operating smoothly.

Olivia Powell
Recruiting expert

Last updated Oct 3

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Support Specialist Job Description

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Frequently asked questions

What Is The Description Of support Specialist?

What Does A Support Specialist Do?

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