Technical Support Specialist

Your Opportunity: Walters Media, Taylor Corporation's yearbook division, is seeking a highly motivated Technical Support Specialist to join their team in North Mankato, MN! In this role, you will be responsible for providing superior customer service and software support to internal and external users of our proprietary software. This position requires exceptional communication skills, advanced problem-solving skills, and the ability to support end-users with varying levels of technical knowledge.

Your Schedule:

• 1st shift; Full-time, 40 hours/week; Monday - Friday, 8am-4:30pm

Your Responsibilities:

• Provide timely and accurate information to customers by phone and email
• Provide basic technical support to clients via email, phone, or other methods
• Demonstrate flexibility in working with the personal and stylistic differences of internal and external customers
• Perform tier 1 and tier 2 troubleshooting steps before escalating issues
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
• Verify new features within our test environment meet the defined requirements
• Assist other departments as needed

You Must Have:

• High school diploma or GED
• Attention to detail and accuracy
• Ability to work independently
• Effective time management skills and the ability to prioritize multiple competing tasks
• Ability to communicate effectively through written and oral communication in a courteous, professional and timely manner
• Ability to offer solutions based on knowledge of computers and the application
• Ability to document and communicate technical issues and solutions
• Ability to solve problems and think laterally (solving problems through an indirect and creative approach)

We Would Also Prefer:

• 1+ years of experience in the field or in a related area
• Secondary education, preferably in the IT field