Technical Customer Support Specialist

Trusted Security Solutions (TSS) provides ATM key management solutions to help financial institutions manage their ATM fleets more efficiently. Our products combine a number of custom software components and off the shelf hardware to deliver a world class solution. Our customers are located across the globe but our team services them remotely from our Charlotte, NC office.

TSS is a stable business whose rich history in the industry dates back to 1998 as a pioneer of digital ATM key management systems. We're preparing our company for success over the next 25 years by constantly looking to improve how we operate and deliver to our customers. Our organization is focused on developing a healthy environment for our employees to thrive while creating new opportunities for our team and customers through growth.

As a small business, all employees of Trusted Security Solutions will work to create an environment where our team can succeed and deliver successfully to our customers. Each team member is expected to do the following:

Be a supportive and amicable member of our team willing to support others whenever needed
Present yourself professionally to our customers to reinforce their confidence in our company
Effectively and efficiently communicate information or concepts with our team and customers
Help keep our clients, projects, and initiatives organized, documented, and on schedule
Support the growth and development of the company through support of sales and marketing
Provide support to our customers and help identify issues and potential solutions

The role of Technical Customer Support Specialist centers around 3 main areas of competency as outlined below.

Lead Customer Support Activities

Respond to inbound customer issues and requests per our standard SLA timelines
Lead calls with customers to clarify details and help identify root causes of issues
Review application logs to analyze root causes for issues and provide recommendations for solutions
Support new installations and upgrades for customers with technical knowledge and troubleshooting
Escalate issues that require support from the greater team for further discussion

Create and Maintain Documentation

Ensure customer issues are recorded in our support ticketing system and prioritized correctly
Update tickets with progress and learnings throughout the resolution process
Close support tickets when customer deems the issue resolved or due to customer inactivity
Create and update internal documentation to aide in future troubleshooting activities when appropriate
Document instructions or process for customers to clearly identify how to resolve issues

Inventory and Equipment Management

Configuration and updates of hardware like Windows servers and Thales HSMs
Manage shipping and receiving of equipment to customers as necessary
Document and track inventory of specialized equipment
Review updated documentation and notices from vendors

Qualifications and Requirements

5+ years experience in full time professional role
3+ years experience in similar role
Excellent interpersonal and communication skills
Strong troubleshooting and problem solving capabilities
Expertise with a wide array of Operating Systems including Windows Client, Windows Server, Windows on Windows and Linux
Experienced with installation and configuration of SQL Server Express
Understanding of SQL Select/Insert/Delete query syntax and availability groups
Understanding of TCP Networking concepts like IP addressing, IP subnetting, and routing
General knowledge of networking hardware like switches, routers, firewalls, hubs, and cables
Knowledge of basic computing hardware components like CPU, RAM, Motherboard, SSD
Experienced with Windows installer and general software installation processes
Well versed in User Access Controls as it relates to elevated and non-elevated states
Understanding of Access Control Lists for directories and files
Proficient in management of Windows device drivers
Basic awareness of IO concepts related to disk, memory, and networks
Exposure to SysInternals tools exposure
Awareness of IIS websites and application pool concepts

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Trusted Security Solutions | Technical Customer Support Specialist