Technical Support Specialist

About the Role

GMetrix, a part of PSI, is an industry-leading provider of practice tests and learning materials aimed toward preparing users for certification in a variety of software programs and other skills. We work with our partners to ensure that our users have all the training and support they need to succeed in their certification journey. We value lifelong learning, and we seek to make that possible for everyone.

In this role, the Technical Support Agents primarily work with our customers via phone calls, emails, and remote connections to answer their questions and troubleshoot any issues they might be experiencing. Our support agents also work closely with our other departments to provide user feedback on both our software and content, and when they are available, they also assist with other projects.

This opportunity is ideal for a determined and proactive individual who is willing to develop their skills in a variety of technical support roles. This role requires proficiency in computer skills, excellent verbal and written communication, enthusiasm, and flexibility. We’re also looking for someone who is a self-starter, able to manage multiple projects, and embraces the prospect of being part of a growing organization, where they can personally make a difference.

Role Responsibilities

Answer customer phone calls and emails
Troubleshoot Windows and macOS environments
EX. Security, GPO, Sharing & Permissions, systems and folders navigation, general software usage guidance
Monitor Cloud statistics to troubleshoot connection issues
Provide timely resolution of mostly Tier 1 and some Tier 2 customer issues
Educate customers on our products while assisting them
Train customers on how to use our software and access our content
Assist our development team with testing new products and content
Monitor trends in customer concerns and report them to the support manager
This position is subject to a 90-day probation period

Knowledge, Skills and Experience Requirements

High School Diploma or equivalent required
One year of experience in a Customer Service / Technical Support role highly preferred
Ability to work efficiently in a high-demand, team-oriented, and fast-paced environment is required.
Exceptional interpersonal skills and client-oriented approach.
Provide customer support with friendliness and patience
Ability to troubleshoot effectively and ask clarifying questions to understand the situation
Quick to learn new skills
Must have access to reliable high-speed internet and a quiet home working environment.
Familiarity with Windows and macOS operating systems is a plus
Familiarity with Adobe Creative Cloud and/or Autodesk software is a plus
MS Office Suite experience (Outlook, Word, Excel, Teams) or equivalent
Fluency in Spanish and other non-English languages is a plus