The Technical Support Specialist must possess an upbeat, enthusiastic attitude and will be responsible for providing Level 1 technical support for customers using our legacy system, as well as assisting with quality assurance and future technical support for our new system we are in the process of rolling out. Most support requests are handled via email, with light phone support needed. This position is remote, except for a bi-weekly meeting in Rancho Cordova. Must live in Sacramento and hybrid.

Essential Duties and Responsibilities:

• Coordinate the assignment of customer support requests.
• Record, and track to completion all customer support requests.
• Liaise with management to ensure the timely management and delivery of Level I requests.
• Assist in Quality Assurance in new software.
• Assist in migrating legacy customers to new software, which may include significant data entry.

Education and Experience:

• AS Degree in Information Technology preferred
• Experience with Internet and software navigation
• General and IT customer service/help desk experience

Job Knowledge, Skills, and Abilities:

• Must have knowledge of Microsoft Word, Excel and E-mail programs (G Suite)
• Must be able to quickly learn electronic systems (Software & Google Meet)
• Must possess a positive upbeat presence with ability to support technologically challenged customers and can interpret technological language into user language.
• Must possess excellent organizational, communication, and customer service skills.
• Must possess the ability to self-manage, take charge, be a self-starter, be highly accountable, and have consistent follow through.
• Ability to organize and prioritize workload to meet required deadlines.
• Must possess the ability to be logical and intuitive with a strong attention to detail.

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