Role Overview:
The Technical Support Specialist will be responsible for providing exceptional technical assistance and support to both internal teams and external customers. This role involves troubleshooting issues, ensuring customer satisfaction, and maintaining efficient operational processes.
- Responding to customer inquiries regarding product functionality and troubleshooting issues using various communication channels (phone, email, chat).
- Diagnosing technical issues related to software applications and hardware systems, providing solutions in a timely manner.
- Documenting support interactions and maintaining records of issues and resolutions.
- Assisting in the development and improvement of support processes and documentation.
- Collaborating with product development teams to report recurring problems and suggesting enhancements.
- Providing training to users on product features and functionalities.
- Staying up-to-date with product updates and technical specifications to provide informed support.
Requirements
Qualifications:
- Proven experience as a Technical Support Specialist or in a similar role.
- Strong knowledge of computer systems, software applications, and hardware components.
- Excellent problem-solving skills and the ability to troubleshoot complex issues.
- Outstanding communication skills, both verbal and written, with a customer-centric attitude.
- Ability to work independently as well as part of a team in a fast-paced environment.
- Familiarity with ticketing systems and remote access tools is a plus.