Technical Support Specialist (Hybrid)

KLDiscovery, a leading global provider of electronic discovery, information governance and data recovery services, is currently seeking a Technical Support Specialist. 

The position provides telephone, Teams, and e-mail support for customers (internal and external), troubleshoots technical issues with software and services, provides timely customer feedback, documents processes and FAQs, and supports the roll-out of new applications and services, among other duties related to KLDiscovery's complete line of products and services.

Moreover, the Technical Support Specialist requires direct customer contact (telephone/Teams/email) as well as through written documentation, requiring excellent written and verbal communication skills.

Hybrid work (work from home and office opportunity in an option).

Responsibilities

• Providing technical telephone and written support to users of KLDiscovery's software products and services  
• Obtaining and maintaining a high-level technical understanding of KLDiscovery's products and services
• Sharing problem resolutions with other members of technical support department (verbal communication, and written canned responses, FAQ’s, etc.). 
• Maintaining close working relationship with other departments to include but not limited to Engineering, Development and Sales.
• Answering telephone and email inquiries from customers
• Identifying hardware and software solutions
• Troubleshooting technical issues
• Diagnosing and repairing faults
• Resolving network issues
• Installing and configuring hardware and software
• Speaking to customers to quickly get to the root of their problem
• Providing timely and accurate customer feedback
• Talking customers through a series of actions to resolve a problem
• Following up with clients to ensure the problem is resolved
• Supporting the roll-out of new applications and services
• Providing support in the form of procedural documentation
• Managing multiple cases at one time
• Testing and evaluating new technologies
• Conducting demonstrations of software solutions for both internal and external customers
• Assisting DST Operations with recovery and verification projects and technical writing (estimated to be 25% of the total time)

Qualifications

• Degree in Computer Science or Information Technology or related experience with computer hardware and software
• Certification in Microsoft, Linux, or Cisco is advantageous but not required
• Prior experience in tech support, desktop support, or a similar role preferred
• Proficiency in Windows/Linux/Mac OS preferred
• Experience with remote desktop applications and help desk software
• Basic PC hardware/software skills obtained from technical training or equivalent previous experience
• Attention to detail and good problem-solving skills
• Excellent interpersonal skills
• Good written and verbal communication
• Travel required: Less than 3%

Why You will Love Working for KLD

At KLD we invest in employees and their families by placing their wellbeing first.  We offer competitive total compensation that includes base pay, bonus potential, inclusive benefits, wellness programs, and perks.  We use market and industry data to inform pay decisions while considering geography and labor markets, individual experience, and business needs. Individual compensation will vary, although a reasonable estimate of the current annualized base pay range for this position is $26.44 to $33.65 per hour and bonus plan eligibility. 

• This position is on-site, and we offer high-performance laptop computer, options for wireless or external speaker, up to two 24" 2K monitors, and a mobile phone for business use.
• Generous paid time off, that offers various time off options to help employees maintain a work-life balance, such as vacation, paid sick leave, parental leave, paid jury leave and more!
• Comprehensive health, dental, vision and supplemental benefits package that includes life insurance, short- and long-term disability, to promote the health of our employees.
• Remote-friendly, flexible working culture, where you can apply to work from a number of global locations.
• A focus on continuous professional development through various training and education reimbursement programs.
• A diverse and inclusive workplace where we all learn, grow, and achieve the greatest heights…together.
• A surrounding team of mission-driven individuals who genuinely love what they do.
• Equity incentives and company bonus programs; that way, we all share in the success of KLDiscovery.
• Free, fun, interactive and incentivized global wellness progr