Technical Support Specialist

NOTE : This is an in-house position at our headquarters.

iCoreConnect (NASDAQ : ICCT) is a national provider of secure communications for high-compliance industries including healthcare, finance, and legal. The company is headquartered in the Orlando metro area.

The Technical Support Specialist is the first escalation point within Support and Customer Service. This position is ideal for technical troubleshooters who excel at positively engaging with customers through both written and verbal communication. It is a highly customer-facing role, involving frequent daily interactions with clients. The technicians have basic service and product knowledge and can solve fundamental problems, such as resetting passwords, uninstalling applications, and assisting customer with using our services. The selected candidate knows how to structure his or her thought process to determine the problem and work toward resolution systematically and helpfully.

Required Skills :

• Strong analytical and problem-solving skills.
• Strong excellent time management skills
• Methodically troubleshoot and resolve issues.
• Excellent written communication and verbal skills, as well as strong listening skills.
• Strong interpersonal skills.
• Strong customer relation skills.
• Strong phone support skills are preferred.
• Ability to handle multiple priorities.
• Ability to develop documentation for common issues.
• Takes initiative to learn and develop.
• Positively works with small teams and is motivated when working independently.

Experience with :

Various email systems (Outlook, Thunderbird, Webmail).

Understanding of email systems and protocols (e.g. IMAP, SMTP).

Windows & Apple operating systems and utilities.

Modern-day browsers (e.g. Chrome, Safari, Firefox, IE).

Standard debug tools and processes available in / for browsers (e.g. Firebug).

Remote access services like TeamViewer, Splashtop, etc.

CRM software (e.g. Salesforce).

Helpful Knowledge :

MySql

Zendesk or similar ticketing system

Pay and Holidays :

Salary commensurate with skills and experience.

Benefits Including Paid Vacation, Sick time & Holidays, Health, 401k, Dental, Vision, FSA / HSA and more offered after a 90-day probationary period.

Hours are Monday - Friday from 11 : 00 a.m.- 8 : 00 p.m. (ET) at company HQ in Ocoee, FL.

NOTE : This is an in-house position at our headquarters.

About iCoreConnect :

iCoreConnect creates responsive software for high compliance industries. We take a unique approach. Our team designs and continually innovates our software based on actual conversations with the people we serve. That’s how we empower our clients to achieve the efficiency, security and compliance they truly need, with the support they deserve. We work together to ensure the overall health and growth of the company through the individual success of every team member. We prioritize professional development and provide every opportunity for our team members to grow their skills and talents, and become even more effective.