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Tech Support Professional

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Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team. This role will be responsible for providing exceptional technical support to customers via phone, email, or ticketing tools.


Key Responsibilities:
  • Serve as the first point of contact for customers seeking technical assistance.
  • Take ownership of user-reported issues and see them through to resolution or escalation.
  • Diagnose and troubleshoot basic technical issues, providing timely and effective solutions.
  • Escalate complex or unresolved issues to higher-level support teams while maintaining ownership until resolution.

Requirements

To be successful in this role, you must possess the following skills and qualifications:

  • Excellent Communication Skills: Possess excellent verbal and written communication skills with the ability to clearly articulate technical information to customers.
  • Ticket Management: Proficient in managing tickets and prioritizing tasks to ensure timely resolution of customer issues.
  • Technical Knowledge: Familiarity with ticketing tools such as ServiceNow (preferred), Jira, and a strong understanding of ITIL framework, especially Incident and Request Management.
  • Problem-Solving: Strong problem-solving skills with the ability to triage and escalate issues effectively.

What We Offer

As a Technical Support Specialist, you will have the opportunity to work with a dynamic team and contribute to the development of our knowledge base.