Technical Support Specialist - WSG

Technical Support Specialist

At Percepta, we bring first-class service across each market we support. As a Technical Support Specialistin Melbourne Florida, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing 

• Answer phone and email requests for technical assistance and perform Tier 1 and 2 troubleshooting and analysis and Complete and disposition helpdesk tickets such as:

• Create and/or resolve username and password inquiries
• Install or uninstall basic software components
• Verify proper software set up(s)
• Assist with application navigation
• Troubleshoot issues with job role(s)
• Create and update troubleshooting guidelines
• Document processes where there is no current standards

• Provide assistance to Tier 2 and 3 supports when workload permits
• Maintain a positive work environment that fosters team performance; support and contribute to open communication
• Identify and report all concerns regarding the program to the appropriate Manager
• Adhere to, and support all Percepta business and quality initiatives and company policies and procedures
• Attend and participate in team meetings

• Act as a mentor to less experienced teammates:

• Act as a backup for a subject matter expert in the absence of the Manager

• Demonstrate leadership capabilities

What You Bring to the Role 

• High School Diploma or equivalent
• Bachelor’s Degree or equivalent work experience within a Technical environment
• One year of practical real-world Personal Computer hardware and software experience, including experience with Microsoft Operating Systems and Microsoft Office applications
• Familiar with Computer Networking
• Six months experience managing and maintaining a Helpdesk tracking tool

What You Can Expect 

• Starting hourly rate of $17.60
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

A Bit More About Your Role

• Monday through Friday 8:30 am through 5:30 pm EST
• Strong communication, customer service and organizational skills
• Strong problem resolution and decision-making skills
• Knowledge of Windows 7/8/NT/XP and Microsoft Office, Internet technologies and technical infrastructures
• A good listener with a proven ability to build relationships with all types of staff
• Strong time management skills, attention to detail and outstanding follow-up skills
• The ability to work well under pressure with tight deadlines
• A good listener with a proven ability to build relationships with all types of people
• Ability to work flexible hours and accommodate holidays - Some overtime may be required.

About Percepta 

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breath and play by them everyday. As a Percepta team member, you can expect:  

Culture of Service - to be treated like you are the customer from day one 

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

CareerGrowth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.