Technical Support Specialist
3 weeks ago
Technical Support Engineer needed at SMC to provide high-quality technical support, resolve complex issues, and ensure excellent service to customers.
Key Responsibilities- Provide prompt, accurate, and courteous technical support via various channels to troubleshoot and resolve issues.
- Identify and analyze the root cause of problems, and provide effective solutions to resolve software, hardware, or network-related issues.
- Develop an in-depth understanding of company products, services, and technology to assist customers effectively.
- Collaborate with cross-functional teams, escalating issues when necessary to ensure timely resolution.
- Maintain accurate and detailed records of customer interactions and issues in the ticketing system, including troubleshooting steps and resolutions.
- Actively participate in training sessions, knowledge-sharing activities, and process improvements to enhance team efficiency.
- Guide customers on best practices, preventive measures, and product features to enhance their experience and usage.
- Generate regular reports on technical support metrics, common issues, and resolution times to improve service standards.
- Experience: 4+ years of experience in a technical support or similar role.
- Technical Proficiency:
- Operating Systems: Familiarity with Windows, macOS, and Linux.
- Networking: Knowledge of basic networking concepts (e.g., TCP/IP, DNS, VPN).
- Software/Hardware Troubleshooting: Proficiency in diagnosing and resolving issues related to software applications, hardware, and devices.
- Databases: Basic knowledge of databases and SQL queries.
- Cloud Services (Optional): Familiarity with cloud platforms (AWS, Azure, Google Cloud) is a plus.
- Tools: Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Customer-Centric Mindset: Passionate about delivering exceptional service and support.
- Project Management: Experience in managing or assisting with technical projects is advantageous.
- Technical Writing: Ability to create detailed and easy-to-understand support documentation.
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