Senior Technical Support Specialist

3 weeks ago

noida, India ucertify Full time
Technical Support Specialist Responsibilities:
  • Provide technical support via phone, email, or in-person to customers and clients experiencing software or hardware issues.
  • Diagnose and resolve technical problems related to computer systems, software applications, and peripheral devices.
  • Guide users in the setup, installation, configuration, and troubleshooting of software and hardware.
  • Collaborate with cross-functional teams to escalate and resolve complex technical issues.
  • Document and maintain accurate records of customer interactions, including details of inquiries, comments, and resolutions.
  • Follow up with customers to ensure that technical issues have been resolved to their satisfaction.
  • Assist in the development and maintenance of technical support documentation and knowledge base articles.
  • Stay up-to-date with new technologies and industry trends to provide effective technical assistance and support.
  • Collaborate with the product development team to provide feedback on software issues and suggest improvements.
  • Continuously improve technical skills and knowledge through training and professional development opportunities.

Technical Support Specialist Required Skills:
  • Strong technical troubleshooting skills with the ability to identify, diagnose, and resolve software and hardware issues.
  • Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical individuals.
  • Solid understanding of computer systems, networks, and software applications, including operating systems, databases, and internet protocols.
  • Proficiency in troubleshooting common software applications such as Microsoft Office suite, web browsers, and email clients.
  • Familiarity with remote support tools and techniques, including remote desktop support and remote troubleshooting.
  • Strong problem-solving skills, with the ability to think critically and logically to identify root causes and develop effective solutions.
  • Ability to work under pressure and prioritize tasks in a fast-paced environment.
  • Exceptional customer service skills with a strong focus on customer satisfaction.
  • Excellent attention to detail and organizational skills.
  • Ability to work independently and collaboratively as part of a team.

Required Qualifications:
  • A bachelor's degree in computer science, information technology, or a related field is preferred. Relevant certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or Cisco Certified Network Associate (CCNA) may be considered instead of a degree.
  • Proven experience in a technical support role, preferably in a customer-facing environment.
  • Proficiency in troubleshooting and supporting Windows and/or Mac operating systems.
  • Experience with ticketing systems and customer relationship management (CRM) software.
  • Knowledge of network troubleshooting tools and techniques.
  • Familiarity with cloud-based technologies and services is a plus.
  • Strong analytical and decision-making abilities.
  • Ability to adapt to changing technologies and learn new systems quickly.
  • Availability to work flexible hours, including evenings and weekends, as needed.
  • Excellent interpersonal skills and the ability to work effectively with individuals at all levels of the organization.

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