Job Description At Command Alkon, we are seeking a skilled Technical Support Specialist to join our Customer Support team. As a seasoned support expert, you will provide exceptional customer service and grow professionally in our dynamic organization. The Technical Support Specialist is an entry-level technician within the Support Organization, initially focused on a specific product line. Through our comprehensive Product Training Curriculum, you will be trained on product functionality, infrastructure, common support requests, case management, escalation processes, and policies. Key Responsibilities: - Adhere to the Product Training Curriculum schedules and complete courses. - Provide Level 1 support with assistance from senior team members for hardware, software, SaaS, and mobile solutions. - Own customer issues through resolution, keeping customers informed in a timely manner. - Proactively anticipate customer needs or problems by listening carefully and improving customer service skills. - Work as part of a team to meet or exceed Command Alkon's Support SLAs. - Contribute to the knowledge base by updating customer-facing articles. Requirements: - Experience in providing technical support, taking ownership of issues until resolution, with patience for customers with limited technical knowledge. - A passion for helping people and solving problems. - Ability to empathize with customers and approach support creatively and responsively. - Ability to work under pressure with a positive attitude. - Excellent verbal and written communication skills. Personal Qualities: - Plans and Aligns: You prioritize work to meet organizational goals. - Action Oriented: You approach challenges with urgency and enthusiasm. - Nimble Learning: You learn actively from new problems and experiences. - Situational Adaptability: You adjust your approach based on the situation. - Communicates Effectively: You convey information clearly to different audiences. Core Competencies: - Customer Focus: You build strong relationships and deliver solutions centered on customer needs. - Cultivates Innovation: You seek new ways to improve success. - Collaborates: You work well with others to achieve shared goals. - Instills Trust: You demonstrate honesty, integrity, and authenticity. - Self-Development: You pursue growth and challenges through various development channels.