Technical Support Specialist

Description

We are seeking a dedicated and detail-oriented Technical Support Specialist to join our dynamic team. In this role, you will be the first point of contact for our clients, providing exceptional technical assistance and support to ensure the continual operation of our products and services. You will diagnose and troubleshoot technical issues while imparting your knowledge to clients, helping them understand and resolve their technical queries. Your ability to communicate complex information clearly and effectively will be crucial, as you'll be assisting users through various channels including phone, email, and chat. We are looking for someone who is passionate about technology and committed to delivering stellar customer service. The ideal candidate will possess stronganalytical skills, a problem-solving attitude, and the ability to work well under pressure. As a Technical Support Specialist, you will play an essential role in enhancing customer satisfaction and fostering long-term relationships by providing timely resolutions and professional support. If you are motivated, efficient, and eager to learn new skills while contributing positively to a collaborative team environment, we'd love to hear from you. Join us where your expertise will be valued and your growth nurtured.

Responsibilities

• Provide first-line support to end-users by troubleshooting technical issues via phone, email, and live chat.
• Document and track all support requests and resolutions in the support ticketing system.
• Identify, analyze, and resolve IT issues within established service level agreements (SLAs).
• Guide users through step-by-step solutions to complex technical problems.
• Collaborate with the engineering team to escalate unresolved issues and contribute to system improvement.
• Educate clients on best practices and optimal use of the software and hardware products offered.
• Participate in the creation and maintenance of support documentation and knowledge base articles.

Requirements

• Proven experience as a Technical Support Specialist or similar role in a tech-focused environment.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Familiarity with remote desktop applications and help desk software (e.g., Zendesk, Freshdesk).
• Excellent communication skills with the ability to convey technical information to non-technical users.
• Strong problem-solving skills with a customer-oriented mindset.
• Ability to work in a fast-paced team environment while managing multiple tasks effectively.
• A degree in IT, Computer Science, or a related field is preferred but not mandatory.

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