Technical support specialist in Sigmetix

We are seeking a highly capable Technical Support Specialist to join our team. As a Technical Support Specialist, your primary responsibility is managing the inbound support queue and interacting with our real estate clients on a regular basis. You will be the first point of contact for clients with website concerns; and, a big part of your job will be to help those clients update and maintain their websites. Although no two days are the same in support, the role generally includes fielding inbound phone calls, responding to requests submitted through our support ticketing system, and working collaboratively with internal stakeholders to ensure customer success.

Over time, the Technical Support Specialist will take ownership of support metrics and key performance indicators tracked by the company and drive business process improvements. The successful candidate is highly organized, has outstanding customer service skills, and a passion for helping others.

Responsibilities:

• Managing and completing support tickets as they are submitted by clients
• Fielding phone calls and emails from clients throughout the working day
• Sharing in the rotation of our off-hours emergency ticket notifications
• Work with all members of the our cliens team to troubleshoot problems
• Help with DNS changes, setting up FTP and email accounts
• Keeping skill set up to date with current designs and technologies
• Coordinate assignment of inbound support tasks to team members to ensure proper routing of support requests

Qualifications:

• Good communication, time management, and writing skills
• A belief in our concept, a strong work ethic, and a team mentality
• Previous experience in web development (or in technical administration)
• Basic understanding of HTML, PHP, CSS, Photoshop
• Teaming ability

Job Requirement:

• Be able to write and speak English
• Be available to work until 3 pm U.S. Eastern time
• Join support meetings