
Help Desk Technical Support Expert
1 week ago
Technical Support Specialist
\This is a hands-on role that requires excellent technical skills and communication abilities. You will be working closely with cross-functional teams to resolve technical issues and ensure seamless support for internal and external users.
\Responsibilities:
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- Provide top-notch technical assistance via various channels, including phone, email, and chat.\
- Collaborate with the Engineering department to debug and resolve complex technical issues.\
- Work closely with Client Success to resolve software technical issues.\
- Document procedures for support to improve efficiency and consistency.\
- Manage multiple cases simultaneously while maintaining accurate records.\
- Test and evaluate new releases to identify potential issues before they impact customers.\
- Develop and maintain knowledge of our systems, products, and services to provide expert-level support.\
- Identify areas for improvement and implement process changes to increase customer satisfaction.\
- Stay up-to-date with industry trends and best practices to deliver exceptional support.\
- Work effectively in a remote environment with minimal supervision.\
- Meet or exceed service level agreements (SLAs) for response times and resolution rates.\
- Participate in training and professional development opportunities to enhance technical and soft skills.\
- Contribute to a positive and inclusive team culture by being approachable, responsive, and respectful.\
- Adhere to all company policies and procedures, including data security and confidentiality guidelines.\
- Other duties as assigned.\
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