Technical Support Specialist

Technical Support Specialist

FTD-MTAC Support

WHO WE ARE

For over 110 years, FTD has helped people give with meaning for life's most important occasions through fresh florals, plants and gifts. With cutting-edge software, our mission is to deliver the best gifting experience online by processing millions of orders a year, enabling small businesses to win big in the ecommerce space. We focus on solving tomorrow's challenges in partnership with our nationwide network of trusted, expert florists. We're made up of a diverse group of big thinkers and decision makers who influence how we operate and the results we deliver. By consistently testing, implementing and celebrating new ideas, we're committed to growing your career from within. Together, we can continue to provide a meaningful experience for our customers, partners and our most valuable asset: our employees

OVERVIEW

The chief responsibility for the position of Technical Support Specialist is to provide our members with technical support over the phone on the product they have purchased and provide a resource for our sales team to complete New Mercury installations as they are sold. You will ensure they can seamlessly use our proprietary software by troubleshooting, diagnosing, and resolving technical issues while delivering an exceptional customer service experience. The ideal candidate will have strong technical expertise, excellent communication skills and a passion for helping others.

WHAT YOU’LL DO

• Provide technical troubleshooting of a particular issue to resolve by

listening to member’s issues, diagnosing problems, and working with them to resolve all issues.

• Accurately record and document all actions taken when working within a

customer account.

• Monitor rejected online orders using the internal computer applications.
• Monitor incoming emails and other order related messages using the internal

email and computer applications.

• Professionally respond to incoming messages and emails from florists and

internal customers alike.

• Consistently achieve performance goals as defined by management.  Each rep

should review their own statistics daily in order to monitor their progress towards continual improvement.

• Provide our members and customers with quality service.  This information is

documented during the quality monitoring sessions.

• Reads and retains information from memorandums, newsletters, and training

materials to effectively service customers.

• Participates in ongoing on-the-job training.  This may include attending team

meetings, huddles, one-on-one sessions with members of management, peer coaching, refresher training, as well as structured classroom training.

• Perform other duties as assigned.

WHO YOU ARE

• Technical Specialist with 2+ years of experience providing high quality

technical support and customer service. You find purpose through solving issues and thrive off being solution oriented and compassionate to those you are helping.

• High school diploma required; 2 Year college degree preferred / or 3 years

equivalent experience.

• Minimum 2 years’ experience in a position with a high level of customer

interaction, specifically through phone support

• Working knowledge of Windows Server 2003, Server 2008, XP, Windows 7, and

Windows 8

• Hardware troubleshooting skills to include computers, network printers,

routers, switches, and POS equipment.

• Understanding of basic networking skills, VPN and VM experience
• Strong communications skills appropriate for B-to-B client support both in

the written and verbal formats.

• Strong documentation skills, previous call logging experience required
• Experience with AS400, HEAT and other standard support systems; preferred not

required

• Capable in MS Office Suite (Including MS Teams).
• Ability to work in a dynamic, virtual environment requiring self-motivation

and adaptability with outstanding time management skills.

• Team oriented, with the strong desire and ability to mentor, coach and

motivate peers.

• Ability to multitask, manage conflict and flexibility are essential for this

position.

SCHEDULE

• Flexible to work a standard shift within support center's published hours

(Mon-Fri: 7am to 8pm, Saturday: 7:30am to 6pm, Sunday 10am to 4pm) subject to change.

• This position is 40 hours per week and schedule is determined by need’s of

leadership at the time of hiring.

DIRECT REPORTS (If Applicable)

• None.