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We Are Hiring: Senior Technical Support Specialist

June 10, 2024|LB Networks

As part of our collaborative and customer-focused team, you will assist us in creating an experience that makes customers say, “LB Networks has the best customer support!” When you work at LB Networks, you’re working alongside a dedicated team that brings their passion and pride to help our customers achieve their compliance reporting as well as break fix support.

LB Networks is seeking an experienced Technical Support Specialist who is self-motivated and looking to grow professionally in the Information Technology and Customer Service field.

Summary

A Senior Technical Support Specialist is responsible for answering inbound tickets, documenting, troubleshooting, and resolving hardware, network, software, application, technical, and customer service-related issues. A Senior Support Specialist is responsible for maintaining the client relationship throughout the life cycle of the client’s issues/questions/inquiry and acting as an escalation path for complicated issues that require more advanced diagnosis. Issues are submitted to the team through various methods such as the client portal, phone calls, and emails. The individual must be a team player, proactive, and an established problem solver. Will assist with training other team members and new team members on best practices, procedures, and technical aspects of the job.

Essential Duties and Responsibilities

  • Provide remote support to clients by troubleshooting hardware, network, software, application, technical and customer service-related requests/issues/questions/inquiries.
  • Provide resolution to issues in accordance with service level agreements.
  • Maintain regular updates and appropriate status for tickets.
  • Deliver solutions by identifying problems, researching answers, and guiding users through corrective steps.
  • Educate clients and explain features and functionality of software applications.
  • Assist with Managed Network Operations functions, taking ownership in monitoring Customer Network Nodes for potential issues, and following up with alarms/traps.
  • Providing Quality Assurance with Software release certifications including feature, bug, and security testing; Software application testing and stress performance tests; customer reported bug replication in all OS / web browser environments; and assisting Release Manager with new features and enhancements testing, documentation, and quality assurance.
  • Network troubleshooting.
  • Maintaining advanced knowledge of LB Networks’ SaaS platform.
  • Monitoring call, case, chat, and related queues for incoming requests/issues/questions/inquiries.
  • Translate complex technical details/instructions to clients.
  • Use outstanding customer service to troubleshoot and resolve issues in a timely manner.
  • Actively monitor case workload and drive closure within SLAs.
  • Take on additional responsibilities and projects as needed.

Qualifications

  • Excellent problem-solving, communication, documentation, interpersonal skills, and patience.
  • Linux experience is MANDATORY; being able to fully install a Linux-based OS, patch and manage the filesystem via the CLI.
  • The ability to work in a team environment and ensure cohesive workflows between interdepartmental teams.
  • Technology background or strong personal interest in technology.
  • Ability to troubleshoot and resolve difficult problems.
  • Strong work ethic and high level of initiative and efficiency.
  • Effective communication skills that can be tailored to the client’s needs.
  • Ability to learn quickly in a self-directed environment with minimal supervision.
  • Customer and team focused attitude.
  • Ability to adapt to change.
  • Strong organization and time management skills.
  • Function professionally in a corporate environment.
  • Create and maintain internal and client facing documentation.
  • Ability to change priority and go from task to task quickly and efficiently.
  • Ability to manage multiple high priority issues simultaneously.

Nice to Have

  • Technology/IT related certifications are a plus.
  • Degree in IT/Computer Science or related technology field.
  • Training/Experience in a related field.

Job Type: Full-time

Pay: $16.00 – $18.00 per hour

Benefits:

  • Dental insurance
  • Employee assistance program
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Tuition reimbursement
  • Vision insurance

Schedule:

  • 10 hour shift
  • 8 hour shift
  • Day shift
  • Evening shift
  • Holidays
  • Monday to Friday
  • Night shift
  • On call
  • Weekends as needed

Supplemental pay types: Bonus opportunities

Ability to commute/relocate: Chesterfield, MO 63005: Reliably commute or planning to relocate before starting work (Required)

Experience: Customer service: 1 year (Required)

Work Location: Hybrid remote in Chesterfield, MO 63005

To apply: Email hr@lbnetworks.co