Technical Support Specialist
1 month ago
Job Title: Technical Support Specialist
Job Summary: We are seeking a skilled Technical Support Specialist to provide application and technical support to our clients. The ideal candidate will have experience in handling U.S. clients, excellent communication skills, and a strong understanding of troubleshooting software applications.
Key Responsibilities:
- Provide first-level support for clients through voice and email, ensuring all issues are addressed promptly and professionally.
- Troubleshoot and resolve technical issues related to our software applications.
- Efficiently manage support tickets by prioritizing, tracking, and resolving customer queries within SLA timelines.
- Deliver high-quality voice support, particularly for U.S. clients, ensuring clarity, patience, and problem-solving skills during interactions.
- Respond to client emails in a timely and professional manner, ensuring clear communication and documentation of solutions.
- Document and escalate unresolved issues to higher levels of support as necessary, providing detailed insights for faster resolution.
- Monitor the progress of open tickets and ensure timely closure of all support requests.
- Ensure high levels of customer satisfaction by providing efficient, accurate, and courteous support.
- Work closely with internal teams (development, QA, etc.) to ensure that customer issues are addressed efficiently and that solutions are communicated clearly to clients.
- Maintain and update internal documentation, FAQs, and troubleshooting guides to support team knowledge sharing.
Required Skills:
- Minimum 2 years of experience in Technical/Application Support.
- Experience with U.S. client support, particularly in voice and email channels.
- Strong troubleshooting skills in software applications.
- Proficient in ticketing systems (e.g., Zendesk, Jira, ServiceNow) to manage and track customer issues.
- Excellent verbal and written communication skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Familiarity with SLA management and escalation protocols.
- Customer service orientation with a proactive problem-solving mindset.
- Willingness to work in shifts, including time zones supporting U.S. clients (EST/PST preferred).
Preferred Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience with cloud-based applications and services (e.g., AWS, Azure).
- Knowledge of SQL, networking, and system configurations is a plus.
- Prior experience in supporting SaaS-based products.
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