Technical Support Administrator
Technical Support
Boulder, Colorado
Description
JOB TITLE: Technical Support Administrator
LOCATION: Hybrid in Boulder, Colorado (a couple days per week in the office)
JOB TYPE: Full Time, Exempt
OVERVIEW: Spectra Logic Corporation is a global leader in data management, data protection and data storage technology, providing compelling solutions that preserve, protect, and defend data at scale. With its focus on data storage innovation for more than 40 years, we are expanding our reach from storage infrastructure to cloud integrated data management.
Reporting to the Manager of Technical Support, you will be a key player in Spectra’s 24/7 Technical Support Department, providing customers with full administrative support for Spectra’s robotic tape libraries, disk products and software applications. The ideal candidate will thrive in a fast-paced environment while providing world-class customer service to assist our customers with various administrative tasks through email communication and over the phone.
You will be joining a team of problem solvers. They have a wide range of personalities, but they share key common traits: they love to solve problems, they enjoy learning, and they help each other. Most importantly, they are focused on helping our customers. They work hard, they work together, and they enjoy the challenges presented. New hires will spend a minimum of six-eight weeks during an initial specialized training period to learn about our products, how to utilize our ticket tracking system, interact with the support portals of third-party service providers, and maintain accurate records of customer media to be returned. Ongoing training will be provided as needed.
WHAT YOU’LL BE DOING:
Answering incoming technical support phone calls
Confirming contract status on customer products
Opening incidents in Microsoft Dynamics CRM system
Processing requests to dispatch Field Engineers to customer sites
Handling requests to ship parts from local and international depots
Requesting part shipments from our Boulder manufacturing facility
Exercising independent judgment regarding corrective action to ensure timely technical repairs
Identifying and formally documenting process improvements
Engaging appropriate processes to achieve resolution of customers’ administrative issues
Interacting laterally and cross-functionally within the team and department
Returning customer-owned media in a timely manner
YOUR EXPERIENCE INCLUDES:
Bachelor’s degree or equivalent work experience preferred
A passion for meticulous organization and attention to detail (extremely important)
Proven ability to multi-task and prioritize workload in a fast-paced environment
Strong computer skills particularly in Microsoft Outlook, Word, and Excel
Excellent written and verbal communication skills
Exceptional customer service experience is essential
A strong desire to provide world-class customer support
Ability to remain calm in a high-pressure environment to meet timely deadlines
Willingness to show initiative and go above and beyond for our customers
IT WOULD BE NICE IF YOU HAD:
Prior technical experience and/or technical certifications preferred
At least one-year industry specific experience
A general understanding of PCs, server hardware and networking
Fluency in another language, especially Spanish or French
COMPENSATION:
Base salary: $55,000/annually
BENEFITS:
Spectra provides a casual work environment and a compensation structure that rewards contribution and hard work. Our comprehensive benefits package includes:
Medical, dental, and vision insurance
401K with matching
Health Savings Account (HSA) and Flexible Spending Account (FSA) options
Short-term and long-term disability insurance
Employee Assistance Program
Paid vacation, holidays, and sick time
Educational reimbursement
Hybrid work options
WHY SPECTRA?
Located in the foothills of the Rocky Mountains in Boulder, Colorado, Spectra is an entrepreneurial, private company with more than 40 years of proven success preserving, protecting and defending the world’s data. Spectra offers a challenging, flexible and creative work environment. Our culture is one that drives personal opportunity and advancement and rewards high performance while maintaining a high-quality work-life balance.
