Technical Support Specialist

Technical Support Specialist FTD-MTAC Support

WHO WE ARE

For over 110 years, FTD has helped people give with meaning for life's most important occasions through fresh florals, plants and gifts. With cutting-edge software, our mission is to deliver the best

gifting experience online by processing millions of orders a year, enabling small businesses to win big in

the ecommerce space. We focus on solving tomorrow's challenges in partnership with our nationwide network of trusted, expert florists. We're made up of a diverse group of big thinkers and decision

makers who influence how we operate and the results we deliver. By consistently testing, implementing and celebrating new ideas, we're committed to growing your career from within. Together, we can continue to provide a meaningful experience for our customers, partners and our most valuable asset : our employees

OVERVIEW

The chief responsibility for the position of Technical Support Specialist is to provide our FTD members with technical support over the phone on the technology they have purchased and provide a resource for our sales team to complete new Mercury installations as they are sold. You will ensure they can seamlessly use our proprietary software by troubleshooting, diagnosing, and resolving technical issues while delivering an exceptional customer service experience. The ideal candidate will have strong technical expertise, excellent communication skills and a passion for helping others.

WHAT YOU’LL DO

• Provide technical troubleshooting of various issues by listening to member’s issues, diagnosing problems, and working with them to resolve all issues.
• Accurately record and document all actions taken when working within a customer account.
• Monitor rejected online orders using the internal computer applications.
• Monitor incoming emails and other order related messages using the internal email and computer applications.
• Professionally respond to incoming messages and emails from florists and internal customers alike.
• Consistently achieve performance goals as defined by management. Each rep should review their own statistics daily in order to monitor their progress towards continual improvement.
• Provide our members and customers with quality service. This information is documented during the quality monitoring sessions.
• Read and retain information from memorandums, newsletters, and training materials to effectively service customers.
• Participates in ongoing on-the-job training. This may include attending team meetings, huddles, one-on-one sessions with members of management, peer coaching, refresher training, as well as structured classroom training.
• Perform other duties as assigned.

FLSA : Non-Exempt

WHO YOU ARE

SCHEDULE

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.