Tech Support Specialist

  • $22.00/hour
  • Public Trust Clearance is Required 

    Technical Support Specialist 

    Responsibilities: 
    This position will provide phone and email technical support within a customer service call center environment that includes the following responsibilities: 
    • Tier 2/3 helpdesk support assisting external users including inventors, patent attorneys, and paralegals concerning the use of the US Patent and Trademark Office (USPTO) web based Electronic Filing System (EFS Web) for filing and viewing of patent applications via email, phone and other electronic media. 

    Qualifications: 
    • College Degree and/or 1 - 5 years’ work in a customer service environment; 
    • Ability to communicate effectively both written and orally; 
    • Ability to obtain a basic knowledge base of patent legal rules and procedures 

    Technical Requirements: 
    • PC skills including MS Office products (i.e. Word, Excel, Access), internet and web applications/navigation; 
    • Typing skills of minimum 40 words a minute; 
    • Comprehensive knowledge of PDF files and Adobe Acrobat, and Reader; 
    • Basic knowledge of digital imaging principles and scanners; 
    • Understanding of compatibility, plug-in architecture, and rendering issues with multiple web browsers required; 
    • Experience with troubleshooting Windows and Mac OS X using multiple platforms and browsers; 
    • Provide customer support on version requirements and installation of Adobe and Java software required for successful use of the various patent electronic systems

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