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ecUtopia is a subsidiary of TrueCommerce focusing on the Home Furnishing industry. TrueCommerce, ecUtopia, is seeking a Technical Support Specialist I to join their team!

The Technical Support Specialist I role, provides first level technical support to our clients in a production environment, ensuring that all support conducted over the telephone, via email, and at times through remote control software is accurate and timely. This position is responsible for problem analysis, documentation, resolution, and escalation involving TrueCommerce products and services.

This role will be hybrid if near Columbus, OH or Pittsburgh, PA or otherwise considered a remote opportunity if not within that specific area.

As a Technical Support Specialist, you will:

• Troubleshoot & Resolve Complex Customer Issues (connectivity issues, network alerts, etc.)
• Act as the client’s initial point of contact for all production issues
• Responds in a highly professional manor when communicating with clients.
• Resolve all user-reported problems using available tools, resources, and procedures
• Use troubleshooting skills to properly assess support cases and diagnose problems
• Proactively contact and update clients regarding issue status using NetSuite.
• Work effectively with co-supporting teams to drive progress on open issues for clients
• Provide customer training on use of software as needed

Technical Support Specialist Requirements for Success:

• Associate Degree in IS/IT/CIS or related preferred
• 1-2+ years in a software support, client services, help desk or call center environment
• Customer service experience in a technical or non-technical capacity
• Prior experience in supporting customers on application software
• Excellent Customer Service Skills
• Must enjoy troubleshooting and finding solutions
• Ability to manage projects (Support Tickets)
• Ability to work independently and with a Team
• Ability to train customers on product features and functionality

Who is TrueCommerce?

TrueCommerce is a high-performing global supply chain network that provides fully integrated, end-to-end supply chain visibility and management. We’ve empowered some of the biggest brands in the world to improve their supply chain performance: Schneider Electric, Siemens, Ocean Spray, and many more. Please visit our website for additional information.