Technical Support Specialist (Cloud-Google and Microsoft)

About Infinit-O: As a top Business Process Optimization solutions provider, we partner with the world's fastest-growing companies in Financial Services, Healthcare, and Technology, offering data-driven solutions and providing strategic advantage.

Our company specializes in business process optimization for 18 years now, with a world-class Net Promoter Score of 71, delivering powerful technology and high-performance teams within our highly engaged and agile culture.

• Determines eligibility by comparing client information to requirements
• Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments
• Utilize active listening and empathy skills
• Strive to meet or exceed call center metrics and service levels
• Schedule and engage in follow-up calls with clients regarding on-going technical issues
• Resolve technical escalations from the Product Support phone and chat team
• Troubleshoot issues which may occur during database updates, new software installations, and server migrations.

Requirements

• 1-2 years of experience in a customer service/support role is required
• 1-2 years of computer application-based technical support experience or IT experience is required
• Previous call center experience is required
• Advanced English skills
• Works hard with little supervision
• Detailed-oriented with exceptional documentation skills
• Working knowledge of Microsoft Windows administration tools
• Basic understanding of Microsoft SQL Server
• Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals
• Experience with cloud-based software (SaaS)
• Apple iPad & Parallels knowledge is a plus
• Familiarity with HIPAA regulation is preferred
• Troubleshooting experience a plus