Technical Support Specialist (remote)

Arsenault Ontrack, the worlds largest data recovery provider is currently seeking a Technical Support Specialist.

The Technical Support Specialist provides telephone and e-mail support for customers (internal and external), troubleshoots technical issues, provides timely customer feedback, and supports the roll-out of new applications, among other duties related to Arsenault's complete line of products and services.

Moreover, the Technical Support Specialist requires direct customer contact (telephone) as well as through written documentation and email, requiring excellent written and verbal communication skills.

Remote work opportunity.

Responsibilities

• Provide technical phone support to users of Arsenault's software products and services.
• Provide written technical support to users of Arsenault's software products and services
• Obtain and maintain a high-level technical understanding of Arsenaults products and services
• Share problem resolutions with other members of technical support department (verbal communication, and written canned responses, FAQs, etc).
• Maintain close working relationship with other departments to include but not limited to Engineering, Development, and Sales,
• Answering telephone and email inquiries from customers
• Identifying hardware and software solutions
• Troubleshooting technical issues
• Diagnosing and repairing faults
• Resolving network issues
• Installing and configuring hardware and software
• Speaking to customers to quickly get to the root of their problem
• Providing timely and accurate customer feedback
• Talking customers through a series of actions to resolve a problem
• Following up with clients to ensure the problem is resolved
• Supporting the roll-out of new applications
• Providing support in the form of procedural documentation
• Managing multiple cases at one time
• Testing and evaluating new technologies
• Conducting demonstrations of software solutions for both internal and external customers

Qualifications

• Degree in Computer Science or Information Technology or related experience with computer hardware and software.
• Certification in Microsoft, Linux, or Cisco is advantageous.
• Prior experience in tech support, desktop support, or a similar role preferred.
• Proficiency in Windows/Linux/Mac OS preferred.
• Experience with remote desktop applications and help desk software preferred.
• Basic PC hardware/software skills obtained from technical training or equivalent previous experience.
• Attention to detail and good problem-solving skills.
• Excellent interpersonal skills.
• Good written and verbal communication.
• Travel required: Less than 3%

What We Offer

• A friendly and welcoming team-oriented environment
• Opportunities for career advancement and growth
• Business casual dress
• Medical/Dental/Vision benefits as well as company provided Life Insurance, Short Term and Long-Term Disability
• Paid Time Off & 401k retirement savings plan with company match

Our Cultural Values

Entrepreneurs at heart, we are a customer first team sharing one goal and one vision. We seek team members who are:

• Humble - No one is above another; we all work together to meet our clients needs and we acknowledge our own weaknesses
• Hungry - We all are driven internally to be successful and to continually expand our contribution and impact
• Smart - We use emotional intelligence when working with one another and with clients

Our culture shapes our actions, our products, and the relationships we forge with our customers.