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Technical Support Specialist

Summary

Field2Base is seeking to hire a Technical Support Specialist in our Morrisville, NC location. The Technical Support Specialist assists Field2Base Admin Users with their questions and technical support needs.  Daily activities include troubleshooting issues, providing detailed replies and instructions, and escalating as appropriate with the necessary information for Engineering review.  The Technical Support Specialist role is responsible for first-line response and will develop a professional relationship with our customer base, instilling confidence and trust throughout the customer experience and interaction.

Job Responsibilities

  • Work with customers to resolve Technical Support issues via email and phone
  • Set-up, manage, and track customer information in the Field2Base Admin Portal
  • Track customer interactions using our CRM system(s)
  • Create and update Knowledge Base Articles to improve the self-service experience
  • Document feature requests and product improvements for Product Management
  • Provide training and information to new customers during onboarding and new feature enablement
  • Proactively monitor various queues and systems
  • Test and provide feedback on internal Beta programs
  • Perform other duties as assigned

Qualifications

Education

Bachelor’s degree in computer science or a related field. 

Experience

2 years of customer and technical support experience. May require Flexible Hours for West Coast Support Coverage.

License or Certification

None

Knowledge

Strong knowledge of customer support in a technical field.

Skills

  • Excellent Verbal and Written Communication Skills with a passion for grammar and effectiveness
  • Highly organized with the ability to independently triage and prioritize work items
  • Strong History of Customer Support in a Technical Field
  • Strong Troubleshooting and Resolution Skills
  • Excellent Microsoft Office skills
  • May require Flexible Hours for West Coast Support Coverage
  • May require Rare Travel to local Customer Sites
  • Ability to Multi-Task among Multiple Projects and Tasks
  • Ability to quickly Learn New Technologies
  • Ability to work independently with little Supervision
  • Strong collaboration, analytical, and planning skills, with solid understanding of professional best practices
  • Android Operating System Knowledge
  • Apple iPad Operating System Knowledge
  • Windows Operating System Knowledge
  • Networking Troubleshooting Skills
  • Strong SQL and JavaScript Skills
  • Strong HTML and XML Skills
  • Technical Writing Expertise

Abilities

Highly organized with the ability to independently triage and prioritize work items. Ability to multi-task among multiple projects and tasks. Ability to quickly learn new technologies. Ability to conduct and direct research into technology issues and products. Ability to present ideas in business-friendly, user-friendly, and technical languages. Ability to be highly self-motivated. Good technical writing ability. Ability to travel to local Customer Sites if needed. Ability to work independently with little supervision. Ability to maintain a positive approach to the work and in interactions with colleagues and clients. Ability to successfully interact with key project members of the customer’s organization and with third party partners.

Working Conditions and Physical Demands

Work in an office environment using a computer for a significant a mount of time.

How to apply:

Send an email with your cover letter and resume to Jobs@Field2base.com . Please include the title of the job for which you are applying in the subject heading of your email.