Senior Technical Support Specialist
2 weeks ago
We are seeking an experienced Senior Technical Support Specialist to oversee our technical support ticketing system. The ideal candidate will have a strong background in tech support, with a focus on managing customer inquiries and ensuring high levels of satisfaction.
- Manage and oversee the queue system for tech support requests, prioritizing tickets based on urgency and complexity.
- Ensure timely response and resolution of customer issues through effective communication and troubleshooting skills.
- Collaborate with the technical support team to analyze ticket trends, identify areas for improvement, and develop strategies to enhance service efficiency.
- Provide training and support to team members on technical support processes and best practices.
- Generate reports on ticket status and team performance, using data-driven insights to inform decision-making.
- A minimum of 2-6 years of experience in a tech support or customer service role, with a proven track record of delivering excellent customer service.
- Strong understanding of ticketing systems and queue management software, with the ability to analyze and interpret data for decision-making.
- Excellent communication and interpersonal skills, with the ability to work effectively with internal stakeholders and external customers.
- Ability to analyze and resolve complex technical issues, with a focus on providing solutions that meet customer needs.
- Proficient in troubleshooting technical issues and providing solutions, with a strong understanding of CRM tools and support platforms.
Benefits
The successful candidate will be offered a competitive salary and benefits package, including opportunities for professional growth and development. As a valued member of our team, you will have the chance to make a real impact on our business and contribute to our continued success.
About Us
We are a dynamic and innovative organization, committed to delivering exceptional customer service and supporting the growth of our customers. If you are passionate about technology and customer service, and are looking for a new challenge, we would love to hear from you.
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