Technical Support Specialist

Job Summary:
We are seeking a highly motivated and skilled Technical Support Specialist to join our team. The ideal candidate will have excellent communication skills, strong understanding of software, and network troubleshooting, as well as the ability to provide exceptional customer service. In this role, you will be responsible for assisting the Partners and internal teams in resolving technical issues and ensuring the smooth operation of our IT infrastructure.

Key Responsibilities:
- Provide technical support via phone, email, and live chat to customers, addressing issues related to hardware, software, and networking.
- Troubleshoot and resolve technical problems related to shipping systems, systems, servers, and networking devices.
Install, configure, and maintain software and hardware components, including operating systems, applications, and peripheral devices.
- Assist in the setup and configuration of new equipment, software, and systems.
- Document and track technical issues, resolutions, and customer interactions using ticketing systems.
- Escalate complex issues to senior technical support staff or specialized teams when necessary.
- Provide training and support to end-users on the use of software and hardware.
- Collaborate with other teams to improve product functionality and customer satisfaction.
- Monitor system performance and proactively identify potential issues to minimize downtime.
- Ensure timely and effective resolution of issues, adhering to service level agreements (SLAs).
- Pulling and getting approval of API Keys for multiple Carriers.

Qualifications:
- Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Proven experience in a technical support or IT support role.
- Experience with troubleshooting software and hardware issues.
- Excellent verbal and written communication skills.
- Ability to explain complex technical concepts to non-technical users.
- Strong problem-solving skills and attention to detail.
- Experience with ticketing systems (e.g., Hubspot) is a plus.
- Customer-focused attitude with a passion for delivering outstanding service.
- Knowledge in Excel and CSV files