Technical Support Specialist for Enterprise Systems
1 week ago
About the Role
We are seeking a highly skilled Technical Support Specialist to join our team at Highspot. As a key member of our support team, you will be responsible for providing first-level technical support to end-users via phone, email, or chat, addressing hardware, software, and network-related issues.
Key Responsibilities:
- Provide technical support to end-users via multiple channels, ensuring prompt and effective resolution of issues.
- Create, update, and close support tickets in our ticketing system, maintaining accurate and detailed documentation of user interactions.
- Evaluate complex problems and escalate them to higher support tiers as needed, providing detailed information for efficient resolution.
- Install, modify, and repair computer hardware and software, adhering to established best practices and procedures.
- Develop and maintain written knowledge-based articles to enhance user experience and improve support efficiency.
- Collaborate with internal stakeholders to ensure seamless deployment, monitoring, maintenance, upgrade, and support of organization enterprise systems, hardware, and software.
- Maintain a customer-centric mindset, delivering high-quality, professional support that meets and exceeds expectations.
About You
To succeed in this role, you will require:
- 2-5 years of experience in a technical support environment, preferably with expertise in Mac and Windows operating systems.
- Familiarity with ticketing systems, global teams, and 24/7 follow-the-sun operations.
- Excellent problem-solving skills, with the ability to build and maintain relationships with stakeholders and interact with diverse personality types.
- Proficiency in utilizing remote assistance tools to troubleshoot and resolve issues for users worldwide.
- Exceptional communication skills, both written and verbal, with the ability to research problems and evaluate solutions effectively.
Benefits and Requirements
In exchange for your expertise, we offer:
- A competitive salary range of $70,000 - $90,000 per year, commensurate with experience.
- A dynamic work environment with opportunities for growth and professional development.
- A comprehensive benefits package, including medical, dental, and vision insurance, as well as paid time off and holidays.
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