Technical Product Specialist

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Job Title: Technical Product Specialist

Are you a technical hot shot known for making dreams come true?  Do you have the gift of presenting solutions in an easy-to-follow manner?  If so, this gig might be for you! 

Position Summary: We're looking for an experienced, motivated individual to join our professional services organization.  In this role you'll be responsible for training, supporting and assisting our clients with technical troubleshooting issues related to the voice and speech recognition solutions we service.  The ideal candidate will be proficient in troubleshooting, networking, and digital technologies.  Bonus points for candidates experienced in VDI, SAAS, cloud and speech recognition.

If you're an enthusiastic, tech-savvy team player with vision and passion for innovation, you'll fit in perfectly.  We make every effort to maintain a fun, yet productive atmosphere on a day-to-day basis.

Must-haves for the new shining star in our constellation of epic badassery

  • Respond, research and resolve issues, questions and challenges presented by our clients via telephone, email, live chat, and ticketing system in a timely manner
  • Develop and maintain in-depth knowledge of voice processing and speech recognition solutions
  • Collaborative mindset... team player
  • Organization skills with the ability to collect and document issues and resolutions
  • Problem solver... solutions provider
  • Essential technical writing skills
  • The ability to present fairly complex material in a simplified manner
  • Articulate and insightful
  • Adaptive to new technologies
  • Ability to work in a fast-paced environment whilst juggling multiple projects
  • Goal oriented and driven
  • A hunger for knowledge and growth

Primary Job Responsibilities

  • Update and assign/accept/acknowledge tickets
  • Answer inbound support/service calls
  • Respond to inbound support emails
  • Answer inbound service calls & emails
  • Schedule support calls and remote sessions
  • Support our manager of technical services
  • Train end users on digital dictation and speech recognition solutions
  • Provide digital dictation demonstrations and consultations for clients as needed
  • Provide effective, innovative and creative solutions and workarounds
  • Provide internal training and support for new recruits to the technical team
  • Product testing and evaluation
  • Escalate appropriate software/hardware issues to manufacturers

Benefits & Culture

One of the things that set Certified eSupport apart is our culture in that we truly value our team members, and foster an environment based on fun, productivity and efficiency.  We take pride in our work and believe in rewarding our team members in addition to offering a full range of benefits including medical, dental, life, LTD, Aflac, 401k and vision, which complements our competitive base salary and commission structure.

Location: Austin, TX
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