Technical Support Specialist, Network/Server Support

  • Okemos, MI
  • Full Time
  • Technical Support

Why You’ll Love Working Here:

Working at TechSmith gives you a chance to hone your skills in an open, collaborative, and innovative environment where you can be excited to come into work every single day.  

We are a technological melting pot, comprised of nearly 250 uniquely skilled human beings that will continue to stretch your comfort zone – but in a good way. And speaking of comfort, who doesn’t love to show up to work in jeans, eat free snacks, and drink free pop?  

With great products and great people behind them, we are always looking for passionate, fun, and, hard working individuals who truly enjoy coming to work and doing what they love. Sounds like you? We’d love to chat.  

Position Overview:  

Are you the person your friends go to for help with their technical problems? Do you have a passion for technology? Do you pride yourself on good communication skills and excellent customer service? TechSmith aims to provide world-class technical support. You would provide front-line written and phone technical support for TechSmith customers. We connect with customers through our support system, e-mail, chat support and phone. In order to fully delight our customers, you must be calm, patient and customer oriented, with the primary goal of customer satisfaction. We need a team player that is both detail oriented and self-motivated. If you have this unique blend of qualities and are looking to join a world-class technical support team we want to hear from you.

Responsibilities

  • Provide excellent customer service
  • Develop a deep understanding of TechSmith Enterprise products
  • Support all of TechSmith products, including products on Windows, macOS and TechSmith Cloud
  • Train customers how to use TechSmith products
  • Interact with customers in a professional manner, using a consultative approach, to gather information on specific issues to solve their problems
  • Reproduce and diagnose problems
  • Connect with customers through our support system, e-mail and phone
  • Provide feedback to product development teams and Quality Assurance
  • Handle multiple customer issues in a timely fashion
  • Track all customer issues in the support system
  • Document workarounds and solutions for customer problems
  • Advocate for customer needs and issues to Sr. Support Agents, DevOps, or Product Leadership
  • Other duties as assigned

Required Skills and Background:

  • Solid problem solving and research skills
  • Excellent communication skills, both written and verbal
  • Must be a proficient typist
  • Windows Server OS Support
  • Microsoft SQL Administration
  • Internet Information Services (IIS)Support including installation, configuration & general troubleshooting
  • Windows Server Application troubleshooting, including parsing web server logs, viewing Windows Event Log and custom application logs.
  • Solid understanding of modern web application troubleshooting
  • One year technical support/help desk experience
  • Windows multimedia/graphics application experience
  • Must have a thorough understanding of Windows Desktop OS and general computer knowledge
  • Associate's degree or equivalent related work experience

Preferred Skills and Background:

  • Enterprise support experience a plus
  • Fundamental Networking Principles including client-to-server communication, secure communication protocols, and basic network troubleshooting (including Fiddler Networking Proxy, Wireshark, browser development tools)
  • QA Experience a plus
  • macOS troubleshooting a plus

Compensation and Perks:  

At TechSmith, we love our employees and are always looking for ways to reward outstanding performance. Our compensation is competitive and based on skills and experience. As a full-time employee you will receive the standard TechSmith benefits package including health insurance, paid time off, 401(k) program, etc. We offer you a unique and growing company culture where you can enjoy your work and advance your career. We wear jeans, drink free pop, and enjoy company-sponsored events. If this sounds like a place you would like to work, please submit your resume and cover letter along with your salary requirements. 

* Required fields
First name*
Last name*
Email address*
Location
Phone number*
Resume*

Attach resume as .pdf, .doc, or .docx (limit 2MB) or paste resume

Paste your resume here or attach resume file

Cover Letter*
Additional Materials
Are you legally permitted to work in the U.S for any employer?*
Can you perform the essential functions of the job with or without accommodations?*
Willing to Relocate?
Date Available
How did you hear about this career opportunity at TechSmith?*
Educational Background (highest level completed or in process)


School Name
Desired Salary*
Are you 18 years of age or older?*
School Country
Degree
Major
Minor
GPA
Status