Technical Support Technician

The ideal candidate would be experienced in some of the following areas, to include experience in technical support, SaaS, MySQL, helpdesk, call centers, and customer service.This will be an hourly position located at our Jonesboro office, with no expectations of travel requirements other than to and from our office.Essential FunctionsProvides answers to clients by identifying problems, researching answers, guiding clients through corrective steps via phone, email, and remote computer access.Field incoming help requests in a courteous manner.Improves client references by ensuring proper recording, documentation and closure within our CRM programs.Assist in testing new releases of our developed software, with proper recreation of bugs and fixes.Assist in documentation of products, in regard to proper procedures, bug fixes, etc.Assist with installation of software products.Improves performance by identifying problems and recommending changes.Follow-up with customers, provide feedback and see problems through to resolution.Any other duties and/or responsibilities as may be assigned by management.RequirementsHS diploma or GED required.This will not be a remote position. Must have regular transportation to/from our Jonesboro office. Required Skills/AbilitiesCall Center experience preferred.SalesForce knowledge a plus.MySQL 5.7 - 8.0 knowledge a major plus.Excellent keyboarding skills.Strong phone and verbal communication skills.Excellent active listening skills.Must be able to multi-task.Must be able to work independently as well as with a team.Demonstrate willingness to learn equipment and industry.Well -spoken with excellent interpersonal communication skills with the ability to convey technical concepts to non-technical customers in writing as well as verbally.Communicate effectively, set appropriate expectations, and conduct follow-up.Document client contact in accordance with company policy and procedures.This person must have demonstrated the ability to act and learn on his/her own initiative and execute objectives without day-to-day supervision.Demonstrated advanced knowledge of PC operating systems and applications, including Microsoft Windows and Microsoft Office applications.Effective Time ManagementThe specific tasks and duties as outlined in the current job description will be completed within the established time frames set by management.Ethical Standards of ProfessionEmployee will be required to act in a manner that is in accordance with current ethical standards and promotes a positive public image for the organization and the profession. In addition, actions will be in accordance with the established legal aspects of professional standards and company policies and procedures. Effective CommunicationEmployee will respond to both internal and external customers by returning phone calls, checking e-mails, responding to requests, and working collaboratively with other departments. Communicate in a manner that is clear, concise and facilitates organizational goals. Communication will be accomplished in a timely manner and will ensure that all parties have a firm understanding of the message(s) being communicated.Customer (client, internal, external) SatisfactionThe employee will recognize customer satisfaction as a priority and will make ongoing efforts to assist both internal and external customers in a courteous and professional manner.Cooperation and CollaborationThe employee will actively seek out supervision, be an active part of the team and will obtain the supervisor's signature/approval on appropriate documentation. The employee is respectful with internal and external professional colleagues and is not engaged in frequent conflicts with others.Physical RequirementsRemain in the seated position for long periods of time.Occasionally required to walk or stand.Some bending, lifting, and stretching.Normal range of hearing and eyesight.Eye-hand coordination and manual dexterity.Oral and written communication.Must be able to perform the essential functions of the job with or without reasonable accommodations.