Technical Resource Specialist
West Corporation is currently seeking a Technical Resource Specialist for our site in Mobile, AL.
The main focus of this role will be providing front line phone and email support for web/email products by implementing content updates and troubleshooting issues on web and email platforms. To be successful in this role our ideal candidate will have a great aptitude to quickly determine the best approach for troubleshooting a website issue or completing a requested task efficiently, and the ability to handle multiple tasks/clients concurrently. Good communication skills, excellent organizational skills, strong attention to detail, and the ability to work independently and in a team environment are crucial. Professional phone/email etiquette and customer service experience is highly preferred, as is the ability to resolve issue with specified time frames.
Responsibilities include, but are not limited to:
- Serve as direct client contact/interface on notification technical support issues for notification products and services
- Supporting client notification applications
- Use problem solving and troubleshooting skills to effectively resolve issues, including ownership of client communications on the issue
- Providing high-level customer service for support issues over the phone and through email
Education
- Associates degree from an accredited college or university in Business Administration, Computer Science, Communications, or related field required. Equivalent work experience may be substituted for educational experience
- Bachelor's degree from an accredited college or university in Business, Computer Science, Communications, or related field preferred
Experience
- Minimum 2 years customer service experience in a business to business environment or technical support experience required
- Minimum 1 year of notifications systems or internal notification systems experience preferred
- Minimum 1 year experience working in the healthcare or technical industries preferred
- Time spent in pursuit of an advanced degree (e.g. Junior/Senior year of a Bachelor's, etc.) may be substituted in lieu of equivalent work experience requirements
- Remote support client experience preferred
Technical
The following web specific skills are strongly preferred:
- Photoshop or other image editing software
- Dreamweaver or other HTML editing software
- Responsive website knowledge & experience
- CMS knowledge and experience
- Email client support experience
- Online form editing experience
- Suitable knowledge in web programming languages and modern methodologies
- Skill in multimedia programs related to web and electronic media
- Ability to edit content and evaluate appropriateness of information and format presented on the web and other multimedia channels
- Working knowledge of email and web applications on tablets, smartphones, Windows computers and Macs
Other
- Basic knowledge of Microsoft Word, Excel, Lync, OneNote, and PowerPoint
Experience with the following preferred:
- Photoshop, Dreamweaver, Adobe Acrobat, LogMeInRescue Remote Support, Jade/AIC/Cisco Communicator, SmarterMail Web Interface, Multi-Browser code inspectors, CMS/WYSIWYG editors