Open Position: TECHNICAL Support SPECIALIST
The Company is seeking a Technical Support Specialist to join our advanced support team. This person should understand customer systems and configurations, analyze problems escalated to advanced support, identify defects and recommend solutions. The candidate must be able to perform hands-on work in database and operating system environments, and to understand programming concepts and languages. Due to the unpredictability of supporting software issues, occasional after hours and weekend work will be required as needed.
This is a full-time position in Terra Dotta’s Chapel Hill, NC office.
Communicate with clients via phone and web portal to provide customer support, answer
software questions, investigate software issues, and discuss Terra Dotta products and
Take ownership of complex technical issues and aggressively pursue leads until case
Resolve clients' support issues by reviewing and clarifying reported problems via phone,
searching the Knowledgebase for solutions, replicating scenarios in a testing
environment, conferring with coworkers, and communicating solutions.
Identify, document and escalate software issues that need to be submitted to
development as bug reports.
Participate in the development of technical procedures and develop/update technical
documentation and internal troubleshooting guides.
Perform database queries in order to effectively troubleshoot and perform root cause
analysis of client issues.
Partner with software developers to enhance the overall user experience based on client
use case scenarios.
- Inform management of critical incidents and escalate potentially at-risk clients.
- Actively look for ways to minimize the number of steps in our case resolution processes.
Monitor progress to ensure that clients' problems are dealt with in a timely manner and
that team goals, with regards to case resolution, are met.
- Build collaborative relationships with clients.
- Follow standard operating procedures to ensure high quality customer support.
- Provide efficient and accurate assistance to less technical staff.
- Perform additional tasks as requested by management.
Technical Skills - Using SQL for basic queries. Understanding database structures and
tables. Proficient using Google Spreadsheets and Microsoft Office, making and editing
screen share videos, writing technical documentation and experience supporting web-
based software products. The ideal candidate would possess an innate interest in
technology and an appreciation for how software enhances the world around us.
would be a plus.
Service Orientation - Actively look for ways to provide excellent client support services.
Keep a positive, helpful outlook even when dealing with unpleasant customer situations
or juggling competing priorities.
Critical Thinking - Use logic and reasoning to identify the strengths and weaknesses of
alternative solutions, conclusions or approaches to problems. Find the true problem or
desire of the client by asking questions beyond the initial report.
- Problem Solving - Identify problems and review related information to develop and evaluate options and implement solutions.
Troubleshooting - Use effective methods to replicate and verify causes of problems
and identify information needed to create solutions.
- Instructional Skills - Select and use training/instructional methods and procedures appropriate for the situation.
Computer Skills - Use computer to enter and format text and numerical data; to create
web pages, spreadsheets and word processing documents. Use a computer application
to manage large amounts of information, including inputting data, retrieving specific
records, and creating reports to communicate the information. Use the Internet to find
information, including the ability to use standard browsers and conduct searches. The
ability to type quickly is necessary to keep up with the pace of client inquiries.
- Project Coordination - Direct team activities, assign tasks, schedule meetings, and prepare progress reports for management.
Active Listening - Give full attention to what other people are saying, taking time to
understand the points being made, asking questions as appropriate, and refrain from
interrupting at inappropriate times.
- Verbal - Talk to others to convey information effectively.
Writing - Communicate effectively in writing, use correct grammar and spelling, as
appropriate for the needs of the audience.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Terra Dotta LLC is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, marital status, ancestry or any other characteristic protected by federal, state or local laws.
Reasonable accommodations are available for qualified individuals with disabilities throughout the application process. For accommodations, call to speak with Human Resources for assistance.
TO APPLY: Send your resume to firstname.lastname@example.org.