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Technical Support Specialist

Cary, NC 27511

Posted: 06/11/2019 Industry: Techical Professional Job Number: 000008406

Technical Support Specialist Needed in Raleigh! Direct Hire Opportunity!

What You’ll Get:

  • Full-time, 40+ hours per week

  • Fantastic benefits

  • Growth opportunities within the company

Why should you work with TRC Staffing Services?

At TRC Staffing we are committed to helping our clients and employees find the best fit. TRC works hard to campaign for our employees and help them land the position. We want to help change our employees lives and provide them with an extraordinary experience unlike any other. TRC Staffing offers benefits for our employees including, holiday pay, longevity bonus, partial paid medical insurance, electronic time keeping and direct deposit.

What We Want:

  • Individuals who are looking for a career

  • Available references

  • Candidate must have skills and abilities necessary to fulfill technical support functions using CRM systems - troubleshooting

  • Organized, responsible individual

  • Bachelor's degree with emphasis in Film, Television Production or parallel field experience preferred

About the Opportunity:

The technical support team member provides the customer with consultation, training, troubleshooting, and problem-solving both prior to and after a product purchase as well as works as a liaison between other departments and the end-user. This support extends to hardware, software and services. The nature of our products requires someone with a strong film industry/ audio and video technology (AV) background & knowledge base. This individual must have excellent verbal and written communication skills to clearly express and comprehend complex ideas through the customer medium of choice, including phone, online chat, email, forums, personal interactions and web-based ticket systems.

Our customers work in a wide range of industries, around the world, under tight deadlines and have varying technical backgrounds; a friendly, positive, and energetic attitude is required to patiently explain concepts, keep a cool head under pressure and troubleshoot issues.

Work Schedule & Hours:

  • Monday – Friday from 8:00 am – 5:00 pm

Essential Duties & Responsibilities:

  • Ability to prioritize multiple concurrent tasks and adapt to different scenarios, requiring good communication skills with individuals of all levels.
  • Provide technical support to customers through a thorough understanding of products, related services and technology, and customer and industry workflows.
  • Identify and address complex usability problems.
  • Implement methodologies to improve first call/contact resolution.
  • Work with the Sales and Marketing teams to help provide excellent pre-sales / product evaluation support, including educating customers about terminology, new and previously available product features and benefits in a timely manner.
  • Build and maintain positive relationships with existing customers to help generate repeat sales, issue resolutions and positive customer experience.
  • Review customer requests for returns/repairs; provide accurate information regarding product returns, concerns, requests and failures to internal groups.
  • Identify, document and escalate customer issues to appropriate internal team members.
  • Perform ongoing testing on new and previously released products, firmware, and evaluation of all customer- facing documentation, as well as beta testing of products prior to release.
  • Perform other related duties when assigned.

Only qualified candidates will be contacted

Drug Screen and Background check required

TRC Staffing Services, Inc. is a drug free environment and

Equal Opportunity Employer/Minorities/Females/Veterans/Disabled

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