Technical Support Specialist

Ellettsville, IN
Full Time
CTO
Entry Level
Smithville is seeking two Technical Support Specialists to join our Customer Experience team. The Technical Support Specialist will be the voice of Smithville, fielding real-time customer questions via phone and email.The ideal Technical Support Specialist is empathetic, enthusiastic, solution-oriented, and committed to providing outstanding Smithville customer service daily.

You will deliver the highest level of technical service by assisting our customers in a fast-paced, inbound call center environment. You are an individual who provides excellent customer experiences by actively listening, thinking critically, and making sound decisions. In this position, you will record accurate account documentation because you can multi-task and use multiple computer systems while speaking to customers via the telephone. In addition, you are customer-focused and ensure customer satisfaction with accurate, first-call resolution.
    
WORK SHIFTS: Shift 1: 1:00 pm - 10:00 pm Friday- Tuesday
                           Shift 2: 1:00 pm - 10:00 pm Sunday- Thursday



LOCATION:  The Technical Support Specialist role is an onsite work position at our offices in Ellettsville, IN.
 
WHAT YOU'LL DO
  • Deliver direct customer support via telephone and email related to service, product, and technical questions about Smithville Internet, Email, Security, and Business Systems
  • Manage a high volume of calls efficiently and effectively  
  • Communicate and collaborate effectively with peer departments to facilitate customer satisfaction 
 
WHO YOU ARE
  • High School Diploma or equivalent required
  • Excellent telephone and written communication skills and ability to interact with a diverse population   
  • Able to work in a fast-paced environment while accurately troubleshooting customer concerns   
  • Excellent computer skills, including proficiency in Microsoft Office, and the ability to quickly learn new software   
  • Windows and MacOS experience
  • Basic to Intermediate networking skills
  • Experience configuring routers and software such as email clients
  • Demonstrated experience in a customer-facing role, either remote or face-to-face   

WE'VE GOT YOU COVERED
  • Insurance Plans include  Medical | Prescription | Dental | Vision | Term Life | Long-Term Disability | Voluntary Insurance 
  • Health Savings Account with generous annual company contributions to your HSA
  • 401(k) Retirement Savings Plan with a valuable company matching contribution
  • Generous Paid Time Off (PTO) program
  • Paid holidays
  • Tuition reimbursement
  • Paid training and professional development opportunities
  • Discounted company products and services
  • Wellness incentive program

ABOUT US
For more than 100 years, Smithville has been and is a locally grown, family-owned, cutting-edge, live-where-we-work, stand-by-our-products, part-of-the-neighborhood, wildly-Hoosier technology company in the heart of Southern Indiana. We provide the best technology services without sending you across the globe for support. We love our services and Indiana. We think you will, too!

Review of employment applications will begin immediately and continue until the position is filled. Smithville is proud to be an equal opportunity employer. 

 
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