Product Support Specialist Tier I

Autotask Corporation develops professional services automation software that operates as a Web-based information technology (IT) services management software. Its software is designed to enable the management of professional services, such as managed services, break-fix, consulting engagements, system integration, networking projects, software implementations, service desk contracts, and scheduled maintenance.

A Product Support Specialist – Tier I will work in a customer support environment with an emphasis on responsiveness and high levels of customer satisfaction. They will be providing support over the phone and in electronic communications. They will be responsible to answer system questions, and troubleshoot to resolve or properly escalate all incoming support incidents. They will be expected to deliver the highest level of service in the industry.

* Build ongoing relationships with customers. * Answer system questions and provide workflow and implementation best practices when necessary * Staff the Help Desk phones * Call customers as needed * Build and maintain knowledge of new core features * Perform incident triage and first resolution * Maintain ownership of incidents until resolved or escalated for further research. * Maintain the ticket backlog in accordance to the ongoing communication service level agreement * Create articles for our customer facing knowledge base, when related information is not present

* Associates or Bachelor’s degree in Business Administration, Information Technology preferred, or equivalent experience * Candidates should have a demonstrated aptitude for learning new technologies and applying general and industry specific business knowledge in a fast paced, analytical and team-oriented environment * One year or more of customer service experience * Experience managing and responding to multiple issues in the same time period * Computer literacy skills: file system basics, operating system navigation, conceptual network connectivity, Internet and internet browser literacy * Strong written and verbal communication skills, including the ability to appease frustrated or angry customers in a positive, sympathetic, and diplomatic way * Ability to approach support issues from a training perspective when required **Note:** This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned to meet the ongoing needs of the organization.