
Technical Support Specialist
4 days ago
We are seeking a proactive professional for the Technical Support Specialist role. You will be responsible for delivering top-notch technical assistance and troubleshooting via voice calls, ensuring excellent customer satisfaction.
Key Responsibilities:
- Provide comprehensive technical support to users via voice calls, addressing their technical issues and inquiries.
- Diagnose and resolve a wide range of technical problems, guiding users through troubleshooting steps and solutions.
- Document all support interactions and resolutions accurately in our designated ticketing system.
- Escalate complex or unresolved issues to higher-level support teams when necessary, ensuring proper handover.
- Maintain up-to-date knowledge of products, services, and common technical issues to provide accurate information.
- Strive to achieve high customer satisfaction ratings and adhere to service level agreements.
- Educate customers on product features and best practices to prevent future issues.
Requirements:
- Excellent verbal communication skills with a clear and professional phone demeanor.
- Strong problem-solving and analytical skills to diagnose and resolve technical issues effectively.
- Ability to explain technical concepts to non-technical users patiently and clearly.
- Familiarity with remote support tools and ticketing systems.
- Customer-focused with a strong commitment to providing high-quality support.
- Ability to multitask and manage call volumes efficiently.
- Adaptability to a fast-paced and evolving technical environment.
Qualification:
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
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