Technical Support Specialist Job Description
As a Technical Support Specialist, you will work closely with our customers to troubleshoot and resolve their technical issues. You will provide technical guidance and solutions, while ensuring excellent customer service. You will also collaborate with our internal teams to escalate and resolve complex technical issues, as well as contribute to our knowledge base to improve customer self-help resources.
Responsibilities
- Provide timely and effective technical support to customers via phone, email, and chat
- Identify and diagnose technical issues, and guide customers through troubleshooting steps
- Escalate complex technical issues to appropriate internal teams for resolution
- Collaborate with our internal teams to develop and maintain an up-to-date knowledge base
- Ensure high customer satisfaction by delivering excellent customer service
- Document customer interactions and resolutions in our ticketing system
Qualifications
- Bachelor's degree in Information Technology or related field
- 2+ years of experience in technical support or a similar role
- Strong troubleshooting and problem-solving skills
- Excellent communication and customer service skills
- Ability to work independently and collaboratively in a fast-paced environment
- Knowledge of networking concepts, operating systems, and software applications
- Experience with remote support tools and ticketing systems
- Certifications in relevant technologies (e.g., Microsoft, Cisco) are a plus
Skills
- Troubleshooting
- Customer Service
- Problem-Solving
- Communication
- Networking
- Operating Systems
- Software Applications
- Remote Support Tools
- Ticketing Systems