Technical Support Specialist

Job Description

Join us as a Technical Support Specialist where your expertise will shine. You will support our clients through various channels, helping diagnose issues, providing clear guidance, and ensuring optimal user experience. Your contributions will play a key role in our customer's satisfaction and the overall success of our team.

Responsibilities

• Respond to customer inquiries via phone, email, and chat promptly.
• Provide accurate information on technical products and services.
• Identify and escalate priority issues to the Support Team Leader.
• Document troubleshooting steps and procedures for future reference.
• Collaborate with team members to develop solutions to common problems.
• Participate in training sessions to improve service quality and technical skills.
• Monitor and follow up on unresolved support tickets.
• Help develop user documentation and training materials.
• Assist with system upgrades and maintenance activities.
• Foster positive customer relationships through effective communication.

Requirements

Education

• Bachelor's degree in IT, Computer Science, or related field
• Technical certifications (e.g., CompTIA A+, ITIL) are a plus

Experience

• 2+ years of experience in a technical support role

Technical Skills

• Windows OS
• Networking Basics
• Remote Desktop Tools
• Ticketing Systems

Soft Skills

• Communication Skills
• Patience
• Problem Solver

Certifications

• ITIL Foundation
• CompTIA A+ Certification

Languages

• English: Fluent

Advantageous

• Experience with VPNs: Familiarity with setting up and troubleshooting Virtual Private Networks.
• Knowledge of MacOS: Ability to assist users with Mac systems and software.

Benefits

• Competitive salary package
• Comprehensive health insurance
• Generous holiday entitlement
• Opportunities for professional development

Company Culture

• Team-oriented environment: We promote a collaborative culture where teamwork and support are encouraged.
• Continuous Development: We believe in continuous learning and provide resources for professional growth.
• Inclusive Workplace: We embrace diversity and encourage an inclusive atmosphere where everyone can thrive.