Technical Support Specialist

Incident IQ • Full-time • Hybrid in Atlanta, Georgia, United States • 16h ago

Fast Facts

Join our team as a Technical Support Specialist to provide exceptional customer service and technical assistance to our users, ensuring they have a seamless experience with our software platform.

Responsibilities: Key responsibilities include troubleshooting technical issues, managing customer inquiries through phone and ticket systems, escalating complex problems, and working with cross-functional teams for timely resolutions.

Skills: Required skills include strong verbal and written communication, technical proficiency, and the ability to explain complex information simply and clearly.

Qualifications: Preferred qualifications include 2+ years of technical support experience and proficiency in business writing.

Location: This position is located at Incident IQ HQ in Atlanta, GA.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $50,000 - $70,000.

Technical Support Specialist Overview:

The Technical Support Specialist is a critical member of our customer success team, responsible for ensuring that our users have a seamless experience with our software platform. In this role, you will serve as the first point of contact for customers, managing both phone-based inquiries and a ticket queue system. Your primary responsibilities include troubleshooting technical issues, providing step-by-step solutions, and escalating complex problems to senior team members when necessary. You’ll work closely with cross-functional teams, including product and development, to ensure timely and accurate resolutions. Strong communication skills, both written and verbal, are essential as you'll need to explain technical information in a clear and customer-friendly manner.

We expect a high degree of professionalism, empathy, and the ability to remain calm under pressure while juggling multiple priorities. In addition to technical proficiency, you should be committed to continuous learning and staying up-to-date with product updates and industry best practices. The ideal candidate thrives in a fast-paced environment, is adaptable, and has a passion for helping customers succeed with our platform.

Technical Support Specialist Responsibilities:

Provide consistently high-quality customer experiences for all Incident IQ customers
Serve as an initial point of contact for clients, respond to inquiries via email, phone and internal ticketing tools.
Escalate issues that cannot be immediately resolved and proactively provide updates to customers on open tickets.
Track progress against milestones and identify any items holding up further implementation.
Recognize opportunities for process improvement and provide input for proper implementation
Articulate technical and non-technical information to customers in a simple, clear and concise manner.

Technical Support Specialist Requirements:

2+ years of technical support experience in a technical field.
2+ years’ experience with inbound and outbound calls.
Excellent verbal and written communication skills and general proficiency in business writing.
Ability to communicate and develop relationships with all levels of the organization.