Technical Support Specialist
2 days ago
We are seeking a skilled Technical Support Specialist to join our team. The ideal candidate will have experience in resolving end-user infrastructure issues and providing exceptional customer support.
- Key Responsibilities:
- Handle and resolve technical issues, service interruptions, or customer complaints promptly to minimize downtime and disruptions for clients.
- Create, manage, and track service requests or incidents in the ticketing system, ensuring timely responses and resolutions.
- Provide first-line support for clients or end-users through multiple channels (phone, email, chat), ensuring accurate solutions and professional service.
- Identify the root cause of issues reported by customers and provide effective solutions or escalate to higher-level support teams when necessary.
- Evaluate and maintain knowledge base articles, troubleshooting guides, and FAQs to assist both customers and agents in resolving common issues.
- Escalate unresolved or complex issues to the appropriate tier of support or specialized teams, ensuring efficient issue resolution.
- Monitor system performance, incident trends, and ticket progress, and generate reports for continuous service improvement.
Skills and Qualifications:
- Prior Service Desk (SD) experience is mandatory.
- Excellent English speaking skills are mandatory.
- Strong analytical and problem-solving abilities for infrastructure issues.
- Proficiency in using ticketing systems for incident and service request management.
- Ability to provide customer support across multiple channels (phone, email, chat).
- Understanding of Service Level Agreement (SLA) compliance and commitment to meeting targets.
- Experience in knowledge management and creating documentation.
- Strong communication and interpersonal skills for effective escalation and collaboration.
- Customer-focused with a strong commitment to satisfaction.
Qualification Requirements:
- Graduate degree required.
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