Technical Support Specialist

Job Description

Midwest Data is a leading provider of enterprise, wholesale, business & residential solutions with 24/7 customer support. We are seeking an energetic and reliable professional for the role of Technical Support Specialist.

Our Internet Help Desk/Network Operations Center is dedicated to being the first responders of our organization, focused on the health & stability of the technology that our customers depend on, answering incoming customers calls, troubleshooting, creating documentation, utilizing company policies to solve customer issues and directing calls to the managerial team when necessary.

What You’ll Do

Ensure quality service by diagnosing and resolving service issues, formulating trouble tickets and/or providing solutions for customer repair.

Engage in active listening with our customers, confirming or clarifying information and diffusing angry callers, as needed.

Communicate complex technical issues to our customers in an easy-to-understand manner.

May research complex technical issues to determine solutions.

Maintain and supply timely updates for open trouble tickets in terms of accurate trouble tracking and resolution information.

Maintain regular customer updates for any maintenance or outage per Midwest Data policies and procedures.

Utilize software, databases, scripts, and tools appropriately.

Respond professionally and proficiently to internal and external customers.

Update customer account information as appropriate.

Performs all other related duties as assigned by management.

On-call (including evenings and weekends) as deemed necessary by Midwest Data on a rotating basis.

What You’ll Bring
High school diploma, or equivalent.

Ability to effectively communicate over the phone and in-person with customers to assess and evaluate their needs in an efficient and successful manner.

Excellent communication skills, both written and verbal, with all internal and external customers.

Ability to simplify complicated technology.

Flexibility to work any shift or day of the week, including holidays.

Ability to quickly assimilate and learn new products and systems.

Strong understanding of customer dynamics and relationship management.

Demonstrated ability to prioritize and handle multiple tasks simultaneously.

Great organization skills and able to work without direct supervision.

Valid driver’s license.