Senior Technical Support Specialist
Senior Technical Support Specialist
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1 Vacancy
Job Description
We are seeking a highly skilled and experienced Senior Technical Support Specialist to join our growing support team. In this role you will be responsible for providing advanced technical assistance and resolving complex technical issues for our customers. You will serve as a point of escalation for technical problems lead troubleshooting efforts and collaborate with cross-functional teams to ensure high-quality customer support. The ideal candidate will have excellent problem-solving skills technical expertise and the ability to guide both customers and junior support staff.
Essential Functions
- Advanced Troubleshooting: Provide expert-level support to customers experiencing complex technical issues including software hardware and networking problems.
- Customer Interaction: Communicate directly with customers via phone email or chat to understand their technical problems provide solutions and ensure a high level of customer satisfaction.
- Escalation Management: Act as a point of escalation for technical issues that require a higher level of expertise and work closely with other departments to resolve issues.
- Issue Resolution: Collaborate with our central OIT teams to identify and resolve recurring issues contribute to bug fixes and suggest product improvements.
- Documentation and Knowledge Management: Maintain accurate records of customer interactions technical issues and resolutions. Update internal knowledge base and create detailed documentation for common problems and solutions.
- Training and Mentorship: Mentor and train junior support staff providing guidance on troubleshooting techniques customer interaction and system knowledge.
- Process Improvement: Contribute to the continuous improvement of support processes tools and workflows to increase team efficiency and improve customer service.
- Product Feedback: Gather customer feedback on product functionality and suggest areas for improvement to the product development team.
Competencies Knowledge Skills and Abilities
- Principles of quality assurance performance monitoring and the ways in which commitment to a customer focus can be practically demonstrated.
- Principles of equality and the ways in which they can be demonstrated in every aspect of the Units work.
- Principles of ITIL Service Management.
- Strong written and oral communication skills.
Qualifications :
- High School Diploma GED or other equivalents.
- One or more of the following certifications: MCSE CCNP VCAP CCNA Acertified
- Minimum 3-year experience in a Help Desk environment
Additional Information :
Salary Range: $55000 - $67000
Starting salary to be determined based on experience and qualifications.
All applications should include the following:
Cover Letter clarifying your interest and qualifications for the role.
Resume
We wont accept or review incomplete applications.
Work Setting: in-person (onsite)
Discover the Perks of Being a City of Philadelphia Employee:
We offer Comprehensive health coverage for employees and their eligible dependents
Our wellness program offers eligibility into the discounted medical plan
Employees receive paid vacation sick leave and holidays
Generous retirement savings options are available
Pay off your student loans faster - As a qualifying employer City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program. Join the ranks of hundreds of employees who have already benefited from this program and achieved student loan forgiveness.
Enjoy a Free Commute on SEPTA - Starting September 1 2023 eligible City employees will no longer have to worry about paying for SEPTA public transportation. Whether youre a full-time part-time or provisional employee you can seize the opportunity to sign up for the SEPTA Key Advantage Program and receive free Key cards for free rides on SEPTA buses trains trolleys and regional rails.
Unlock Tuition Discounts and Scholarships - The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area ensuring that our employees have access to a wide range of tuition discounts and scholarships. Experience savings of 10% to 40% on your educational expenses extending not only to City employees but in some cases spouse and dependents too!
Join the City of Philadelphia team today and seize these incredible benefits designed to enhance your financial well-being and personal growth!
*The successful candidate must be a city of Philadelphia resident within six months of hire
Effective May 22 2023 vaccinations are no longer required for new employees that work in non-medical non-emergency or patient facing positions with the City of Philadelphia. As a result only employees in positions providing services that are patient-facing medical care (ex: Nurses doctors emergency medical personnel) must be fully vaccinated.
The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race ethnicity color sex sexual orientation gender identity religion national origin ancestry age disability marital status source of income familial status genetic information or domestic or sexual violence victim status. If you believe you were discriminated against call the Philadelphia Commission on Human Relations at or send an email to
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
