We are currently seeking a skilled and customer-oriented Technical Support Specialist to join our team. As a Technical Support Specialist, you will be the first point of contact for our customers, providing timely and efficient resolution to their technical issues. Your excellent problem-solving skills and strong communication abilities will be essential in delivering outstanding customer support.
Responsibilitie
- Respond to customer inquiries and provide technical assistance via phone, email, or live chat.
- Diagnose and troubleshoot hardware, software, and network issues.
- Guide customers through the resolution process, explaining technical solutions in a clear and concise manner.
- Escalate complex issues to the appropriate internal teams for further investigation and resolution.
- Ensure accurate and detailed documentation of customer interactions and resolutions in our support system.
- Collaborate with cross-functional teams to resolve customer issues and contribute to product improvement.
- Stay up-to-date with product knowledge and industry trends to provide the best possible support to customers.
- Identify and proactively address potential technical issues to prevent future escalations.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience in a technical support role or similar customer-facing position.
- Strong knowledge of computer hardware, software, and operating systems (Windows, macOS, Linux, etc.).
- Familiarity with networking concepts (TCP/IP, DNS, DHCP) and troubleshooting tools.
- Excellent problem-solving skills and ability to think analytically.
- Strong customer service orientation with a passion for helping others.
- Effective communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Ability to work under pressure and manage multiple priorities in a fast-paced environment.
- Experience with ticketing systems and customer support software is a plus.
- Relevant certifications (e.g., A+, Network+, Microsoft Certified Professional) are desirable but not required