Position Title Technical Support Specialist

Job Code

Department Information Technology

Reports to IT Leader

FLSA Exempt

JOB SUMMARY:
Tech Support is responsible for working and entering customer tickets and resolving issues that either are emailed or called in by
rep and or customers calling the Tech Support phone line. The position focuses on entering as much detail as possible in the
ticket so that level 2 or dev has what they need to help resolve issue if level 1 support is unable to resolve. Tech Support does
not develop but has to relay detailed information for the dev team to accomplish the task asked.

ESSENTIAL JOB FUNCTIONS:

 Ability to handle the customer tickets assigned to them via JIRA support board
 Ability to take live calls from reps, customers, and AE’s and enter them as customers tickets to resolve.
 Possess the skills to troubleshoot issues and to dig for details when working customer tickets
 Possess data entry skills and ability to easily navigate between computer screens, interpret and input information correctly
utilizing proper keyboard techniques, treating company and other sensitive material with professionalism and confidentiality
 Possess organizational skills, appropriately prioritizing requests and department activities while managing interruptions and
attending to details to complete tasks within deadlines
 Write and speak clearly, concisely and with tact in a variety of settings using effective communication skills
 Inform others using various communication tools to provide meaningful, accurate information people need to make
decisions
 Use remote software in a professional manor to take control of a customer’s computer to assist with an issue too hard to
resolve just over the phone.

Education/Experience:
 1+ years of customer service, call center experience is a huge plus
 Knowledge of Jira, and Adobe Products
 Exceptional analytical ability with proven track record of data-driven success
 Strong communication and organizational skills; extremely detail-oriented
 Proficient in MS Excel, Adobe InDesign, Adobe Photoshop, Balfour Publishing Editors (SW, Encore, BT), Balfour sites
(Studio.Balfour.com, Balfour.com, RepPortal, etc)
 Self-starter with ability to thrive in a highly dynamic environment; able to work with minimal supervision
 Demonstrated ability to organize and prioritize workload
 Knowledge of Scholastic and Publishing terminology (Spreads, Cutback, Signatures, Spot Colors vs Process Colors, ORP, Types
of metals, etc)
 Ability to talk to people with different levels of computer skills (Experts like Devs down to Middle School students very new
to computing)

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any
time.

Balfour & Co. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for
employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Tech Support 06.16.22