Technical Support Assistant

Are you looking to put your technical expertise and excellent communication skills to use in a customer service and support role? If so, KDG has an exciting opportunity for you as a Technical Support Assistant. As part of our team, you will be responsible for providing technical assistance and customer service to our external clients and project teams. You will work with our external clients to troubleshoot technical issues, provide guidance on product usage, and ensure satisfaction throughout the entire customer journey. You will also collaborate with project teams to provide administrative support and ensure that project deliverables are met. This is a great chance to utilize your technical and customer service skills to help our clients, projects, and project teams succeed. KDG provides the opportunity for you to challenge yourself professionally while balancing your priorities away from the office. We believe that a company is only as good as the people in it, and that happy team members are the foundation of our success. Our company values of executing flawless customer satisfaction and giving back encompass all that we stand for and all that we work towards every single day. We pride ourselves in the work we do and the services that we provide to set our company apart from the rest. You will work in a culture that empowers entrepreneurial thinking and provides opportunities to add value in every interaction. Requirements Your Job As a Technical Support Assistant, you will be an integral part of our client success team, working alongside expert developers, designers, financial managers, and technical support staff. You will primarily focus on support for three critical areas: • Administrative communication: Assisting technical staff with meeting notes, scheduling, and client communication regarding project status and deliverables. • Client support: Providing front-line support for multiple client products, requiring exceptional attention to detail and impeccable communication skills. • Release testing: Methodically verifying that software requirements are working as expected and/or documenting any malfunctions. To excel in this role, we are looking for a customer service advocate with strong attention to detail and the ability to quickly and efficiently use modern technology. Your responsibilities will include providing excellent customer service to both our team and clients through consistent communication, working closely with analysts and end-users to ensure applications are performing as expected, and addressing and remediating concerns or escalating requirements as needed. If you are passionate about technology and helping clients succeed, this is the perfect opportunity for you to join our team and make a significant impact. In this role, you will be expected to: • Provide effective assistance to technical staff with meeting notes, scheduling, and client communication regarding project status and deliverables. • Engage in release testing by methodically going through various software requirements and verifying and document that they are working as expected and/or are malfunctioning. • Utilize extensive understanding of KDG’s products and to provide effective front-line support for clients. • Assess the service needs of clients and connect them with the correct provider. • Manage a ticket and call pipeline that spans departments and provide follow up support, and support in application testing. • Assess client issues and provide recommendations to fix problems, and ensure each client is given the necessary services, effective support and follow up to fulfill ongoing service needs. • Address and remediate concerns or escalate requirements as needed. • Work closely with analysts and end users to make sure that applications are performing as expected. • Create and maintain a database of clients and client needs and a directory of service providers and resources. • Answer telephones and respond to email inquiries in the office. • Maintain emphatic, customer-centric, professional attitude and appearance. • Review, proofread, and format all correspondence to ensure accuracy and completeness. • Maintain consistent communication within the department, as well as impacted Operational Groups. • Any other assignments as directed by line manager. Qualifications To be considered, candidates must meet the following criteria: • Bachelor’s Degree in a technology or social sciences related fields is an added advantage. • Project management experience / certification is an added advantage. • Similar industry / work scenario experience in a technical support role and working within a ticketing system. • Background in technology and customer service. • Background in software troubleshooting/testing preferred. • Previous administrative experience preferred. • Proficient skills in Microsoft Office, including Microsoft Word and Microsoft Excel. • Excellent customer service and problem-solving skills. • Strong problem solving, organizational, and prioritization skills required. • Strong attention to details. • Superior verbal and written communication. • Customer-centric & the ability to build relationships and engage stakeholders. • Ability to plan and manage multiple tasks/projects with minimal supervision. • The ability to work well under pressure and to multitask. • Strong troubleshooting and critical thinking skills. If you meet the above qualifications, please submit a cover letter, resume, and salary requirements in the instructions below. Please note that we will not consider candidates who do not supply a cover letter. Benefits Why KDG? KDG is a high-technology consulting firm and business processes company based in Allentown, PA. For nearly 20 years, we have provided expert-level technology advisement and execution on behalf of our clients in the areas of business, government, healthcare, retail, manufacturing, and education. We believe strongly in developing solutions that build value within an organization, and our depth of industry experience has afforded us the amazing privilege of working with some extraordinary organizations while aiding in their growth, mission, and success. It’s long been our vision to be the business services company that people cheer for and, since our founding, we’re well on our way, having been recognized as IT Department of the Year by the American Business Awards, a Lehigh Valley Business of the Year finalist, a leading Philadelphia area software developer by Clutch.co, and a Forbes Small Giants finalist. Our strong team made up of a diverse array of professionals committed to a series of shared values is key to this success. If you too live your life following the values below, you’ll be a perfect fit for our company, our culture, and our clients: • We believe in thorough and transparent communication that builds lasting relationships among both team members and clients. • We ask questions, we follow through on our promises, and we deliver predictable results every single time. • We sweat the details, no matter how small. It is this careful attention that makes the difference between good work and great work. • We honor and respect everyone we work with, no matter their gender identity, religion, race, beliefs, sexual orientation, or abilities. • We recognize that we can never be excellent until we’re both humble and vulnerable. Making a mistake is simply an opportunity for growth What we offer our employees: • Competitive salary • An open books company with employee profit sharing • 100% company-paid benefits for employee and family • Generous paid vacation, sick leave, personal days, and holidays • 3% Simple IRA company match • Weekly training and development sessions • Workplace and schedule flexibility • Employee-driven social committee • Donations to your favorite charity How Do I Apply? To be considered, all applicants must submit the following: • An updated resume • Brief cover letter describing why you meet the qualifications. We will not consider any candidates who do not supply a cover letter. • Salary expectations • We are interested in every qualified candidate who is legally authorized to work in the United States. However, we are not able to sponsor visas. Applicants who meet the initial qualifications will be contacted for a phone interview. If you are selected to receive an offer of employment with our company, your employment may be contingent upon the successful completion of work references and other background checks. We realize that it takes time and effort to go through our application process and we thank you for considering applying for this position. We kindly ask for no emails or phone calls as a means to further your application process. These efforts will not enhance your opportunity for consideration and we are not equipped to respond to these requests. We thank you in advance for your adherence to this request. Thank you for your interest in our position. We appreciate the time you have taken to apply with us. Please continue to look at all of our open positions on our Career Page at http://www.kyledavidgroup.com. EOE, M/F/D/V. The Kyle David Group, LLC d/b/a KDG Apply tot his job