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Technical Support Specialist

Location:Hopkins, MN
Salary Range:Based on Experience
Benefits:Medical, Dental, 401K, Vacation, Sick
Employment Type:Full Time
Department:Information Technology
Description:Equus is currently seeking a Technical Support Specialist to join our Service team at our corporate location in Minnetonka, MN. The Support Representative will be responsible for assisting customers by providing phone support and troubleshooting of computer hardware, including desktops, notebooks, and servers.
Duties:• Maintain a high standard of customer satisfaction while following Equus policies, procedures and warranties.
• Research, resolve and respond to various customer inquiries received via telephone, e-mail and voicemail.
• Maintain working knowledge of company’s products, applications and services.
• Collaborate with internal departments to ensure that technical support issues are properly addressed.
• Document daily tasks in our computer tracking system.
• Document trouble-shooting procedures, current status and resolutions for all contacts.
• Provide communication on all escalated issues to management and other support teams.
• Document progress of all escalated incidents.
Qualifications:• AA or other 2 year technical degree in related discipline and 1+ years’ experience in a technical support environment.
• Strong troubleshooting, customer service, organization, and communication skills are essential.
• Thorough knowledge of software/hardware related issues
• Ability to interact in a professional manner with both internal and external customers.

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