Technical Support Specialist I

The Technical Support Specialist I role at ISI involves providing frontline technical support for customers using ISI Analytics and Infortel Classic. This position handles customer inquiries via phone, email, and web-based support channels, troubleshooting software-related issues, documenting support activities, and collaborating with internal teams to resolve issues efficiently.

Position Summary

As the first point of contact for customers, the Technical Support Specialist I ensures timely issue resolution, gathers relevant information, and communicates clearly throughout the support process. This role offers an opportunity to develop technical expertise and grow within ISI's Customer Support organization.

Essential Responsibilities

• Serve as the first point of contact for customer support requests via phone, email, and web-based systems.
• Respond to customer inquiries professionally, timely, and with a customer-focused approach.
• Document support interactions, troubleshooting steps, and resolution details in company systems.
• Gather information to diagnose and resolve software-related issues.
• Monitor system alerts and notifications, taking appropriate action or escalating when necessary.
• Troubleshoot application issues using established procedures, knowledge articles, and diagnostic tools.
• Escalate complex issues to senior support personnel when required.
• Communicate case status, updates, and next steps to customers.
• Assist customers in understanding product functionality and best practices.
• Perform routine maintenance tasks, including software licensing and rate table updates.
• Contribute feedback to improve support processes, documentation, and customer resources.
• Participate in training activities to expand technical knowledge of ISI products.
• Collaborate with internal teams to ensure accurate and effective customer support.

What Success Looks Like

Within the first several months, a successful candidate will:

• Provide professional and timely customer support.
• Gather complete and accurate information for troubleshooting.
• Demonstrate a working knowledge of ISI Analytics and Infortel Classic functionality.
• Independently resolve common support requests and routine down-system cases.
• Follow established support processes and documentation standards.
• Determine when issues require escalation and provide appropriate context.

Requirements

Qualifications

Required

• A high school diploma or GED is required.
• Strong customer service and communication skills are essential.
• Ability to troubleshoot problems and think analytically.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong written, verbal, and interpersonal communication skills required.
• Basic proficiency with Microsoft Windows and Microsoft Office applications.
• Ability to learn new software applications and technical concepts.

Preferred

• An associate's degree, technical certification, or equivalent experience is preferred.
• Previous customer support, help desk, or technical support experience.
• Experience supporting software applications.
• Familiarity with Salesforce or similar ticketing systems.
• Exposure to telecommunications, reporting platforms, or analytics software.

Key Competencies

• Customer Focus
• Technical Troubleshooting
• Problem Solving and Critical Thinking
• Active Listening
• Documentation and Attention to Detail
• Time Management and Organization
• Learning Agility
• Teamwork and Collaboration
• Professional Communication