Technical Support Specialist

Job Description

As a Technical Support Specialist, you will be the frontline for our customers, providing exceptional support and assistance for our technical products. You will troubleshoot issues, resolving them promptly and efficiently while ensuring customer satisfaction through your communication skills.

Responsibilities

• Handle customer enquiries and provide effective solutions for product issues.
• Monitor support tickets and ensure they are resolved within agreed service levels.
• Foster positive relationships with customers by understanding their needs.
• Collaborate with other departments to drive customer satisfaction.
• Proactively identify opportunities to enhance service delivery.
• Attend weekly team meetings to discuss challenges and share insights.

Requirements

Education

• Any relevant technical certifications are a plus

Experience

• Previous experience in call centre environment is preferred

Technical Skills

• Help Desk Software

Soft Skills

• Patience

Languages

• English: Fluent

Advantageous

• Familiarity with VoIP technologies: Experience in supporting Voice over IP systems and setups.
• Certification in ITIL: ITIL certifications demonstrating service management competency.

Benefits

• Comprehensive health benefits
• 401(k) retirement plan with company contribution
• Opportunities for career advancement
• Flexible work schedules

Company Culture

• Diversity and Inclusion: We value diversity and inclusion, recognizing the importance of different perspectives.
• Continuous Learning: We encourage ongoing learning and offer various training opportunities to enhance skills.
• Work-Life Balance: We believe in maintaining a healthy work-life balance for all our employees.