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Role Description

The Senior Technical Specialist delivers high quality customer service. The Sr. Technical Support Engineer handles complex calls including but not limited to:

• Fatal Errors
• Network related issues
• Performance issues
• Exchange Connector/MS Graph

Provide expert and thorough assistance to Support staff.

As a Sr. Technical Support Engineer, you will:

• Work directly with Technical Support Supervisor, Specialists, and technical services to resolve IT/Software/Hardware-related issues.
• Provide elevated and more complex technical customer service to clients, consultants, and third parties by answering calls, researching and diagnosing support situations, and resolving the situation.
• Work directly with clients, external IT, and At Risk firms to resolve client issues.
• Maintain accurate, thorough call records in the support tracking system.
• Train and mentor software and non-technical support staff.
• Review new/updated documentation and participate in ongoing product training to keep current on the software, submitting documentation enhancements as needed.
• Identify a need for upselling or cross-selling payments or other add-on products and forwarding client information to appropriate sales contact.
• Perform project work and other duties as assigned.
• Follow established policies and procedures to keep confidential information secure.

Qualifications

• 3-5 years experience in customer service facing role preferably in a technology/software environment
• Proven hardware knowledge and experience working with IT, Networks and performance issues
• Excellent troubleshooting skills
• Strong written and verbal communication skills
• Strong comprehension skills
• Prior experience working with upset and difficult clients
• Prefer associate degree in computer or accounting disciplines, or relative experience
• Working knowledge of Active Directory, Firewalls, Load Balancers and general networking fundamentals

Requirements

• Ability to stay past the end of the business day to finish calls as needed
• Strong time management skills
• Strong initiative and sound decision-making ability
• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• Ability to travel as needed
• Ability to handle stress
• Ability to meet deadlines

Benefits

• Opportunity to Invest in Your Future: We offer a 401K match.
• Paid Time Off: Enjoy paid time off and paid holidays.
• Great Coverage: Take advantage of health, dental, and vision HSA and FSA policies.
• A Great Team: Collaborate with smart, curious, hardworking individuals.
• Performance Compensation: Be rewarded for your hard work with performance-based merits.
• Casual Environment: Be comfortable in our casual dress environment.
• Remote Work: Want to work from home? No problem!

Company Description

At ProfitSolv, we are committed to being a diverse and inclusive workplace as an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. We embrace a diverse group of backgrounds and experiences to connect with clients, solve problems and innovate.