Technical Support Specialist (Wine Jobs: Management & Administration)

Primary Responsibilities Include:

• Provide oversight and guidance to Compli’s clients, SME, and partners as well as encourage a culture that under promises and over delivers.
• Ability to prioritize and assign incoming customer support issues and ensure response according to defined standards, documenting all related communication/information into a centralized ticketing system.
• Schedule additional appropriate tier 1 resources when required to assist in troubleshooting and resolution process. Communicate issues to staff effectively to help foster team cohesion.
• Assist in troubleshooting and resolution and engage tier 2 technical support when appropriate.
• Address end-user concerns in a competent and professional manner.
• Provide daily review of completed help desk tickets for accuracy and completeness.
• Provide constant feedback toward quality improvements to our solutions and ensuring customer satisfaction.

Job Requirements

• You must be responsible, detail-oriented and conscientious. Your commitment to the customer and to the proper handling of their issues is of utmost importance.
• Very strong knowledge of computer technology as it relates to the real world. You should have the ability to make people comfortable with Compli’s technology.
• Familiarity with both the Windows and Mac operating systems.
• Capability to multi-task and address changing priorities is a must. Must possess strong organizational skills and be able to plan, organize, and track tasks for both the team and yourself.
• At least two years’ experience solving computer problems. Certifications and technical degrees are desirable. Familiarity with compliance regulations is a plus. Of greatest importance is that you possess a commitment to resolving the issue, no matter what it takes.
• Excellent verbal and written communication ability, being able to discuss and explain technical issues in non-technical terms to which a customer can relate.

Communication Skills

This position requires handling information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individual must be able to gauge the customer’s technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.

Other Skills and Abilities:

• Self-directed work habits with the ability to manage time and schedule effectively
• Must be able to learn and support new and fast-changing technologies
• Excellent interpersonal and team-oriented skills
• Good work habits under pressure and the ability to “think on your feet”
• Highly proficient with the use of MS Office applications and similar software tools
• High energy level
• Detail oriented
• Must have a good command of the English language in order to provide effective phone, desk-side, and email support.