Support Specialist

Job Title: Support Specialist (Midlevel)
Primary Location: 3 Days a week in Chicago – West
Position Type: Contract to hire

Overview

TalentFish is casting a line for a Support Specialist (midlevel) this is a 6 month plus contract to hire role. In this role you will work with a fast-paced digital marketing operations team. You will establish, manage and enhance the support framework. You will work with ticketing and issue resolution and support the setup of new processes focused on continuous improvement. If you love making an impact optimizing and implementing strategies for improved workflows and working in exciting creative environments this is the role for you!

***Qualified candidates must be eligable to work in the US without requiring sponsorship now or in the future***

What You Bring to the Role. (Ideal Experience)

• Bachelor's degree in business administration, Communication, Education, Marketing, Information Technology, Computer Science or another related field
• 2-3 years' experience providing technical support
• Familiarity with ticketing systems such as Jira, Service Management, Freshservice, etc.
• Experience setting up support processes and training
• Excellent written and oral communication skills and attention to detail
• Experience building and maintaining relationships and collaborating with a diverse range stakeholders
• Independent self-managed and organized, prioritized tasks, and execute deliverables proactively
• Experience synthesizing complex project data and information and communicating information effectively
• Demonstrate confidence, curiosity and comprehension

What You'll Do. (Skills Used in this Position)

• Ticketing triage, evaluating incoming support tickets to determine the severity and urgency of each issue
• Prioritize and categorize issues
• Delegate tasks to the appropriate team members or departments for timely resolution
• Track issues against established SLAs; (creating and maintaining an ongoing list of deliverables and assets required for each ticket resolution)
• As part of process creation, you will collaborate with cross-functional teams to establish and refine early support processes for projects
• Contribute to the development and improvement of support workflows
• Implement strategies to streamline issue resolution and enhance overall efficiency.
• Develop training materials for clients and internal team members surrounding support processes
• Conduct training sessions for both clients and internal team members to ensure end-users are proficient in handling various support scenarios
• Create and maintain comprehensive documentation for internal reference and knowledge sharing, continuous Improvement:
• Monitor support processes and identify areas for improvement
• Propose and implement enhancements to optimize the efficiency of issue resolution
• Collaborate with stakeholders to gather feedback and insights for continuous process improvement

Compensation Information

The expected salary range for this position is $30/hr depending on experience and qualifications. This role also qualifies comprehensive benefits such as health insurance, 401(k), and paid time off. TalentFish is committed to pay transparency and equal opportunity. The salary range provided is in compliance with applicable state and federal regulations.

TalentFish is an employee-owned company pioneering a new realm in talent acquisition. We are redefining IT staffing by evolving AI, video screening, and our unique platform. TalentFish focuses on providing the best employee, consultant, and client experience possible.

At TalentFish we are an Equal Opportunity Employer; we embrace and encourage diversity!