Technical Support Specialist

We are looking for a dedicated and tech-savvy Technical Support Specialist to join our team. In this role, you will provide exceptional support to our customers by diagnosing and resolving technical issues, troubleshooting software and hardware problems, and guiding users through technical processes.

Key Responsibilities:

• Provide high-quality technical support to customers via phone, email, and chat. Diagnose and resolve hardware, software, and network issues efficiently.
• Identify, analyze, and troubleshoot technical problems, escalating complex issues to higher-level support teams as needed. Ensure timely and effective resolution.
• Assist customers with the setup, configuration, and usage of our products and services. Provide clear and comprehensive instructions to help users understand technical processes.
• Maintain accurate records of customer interactions, technical issues, and resolutions in our support ticketing system. Document known issues and solutions for future reference.
• Develop and maintain a deep understanding of our products, services, and technical infrastructure. Stay current with updates and changes to ensure accurate support.
• Monitor and maintain system performance, including conducting regular checks and responding to alerts. Perform routine maintenance tasks to ensure system reliability.
• Collect and analyze customer feedback to identify recurring issues or areas for improvement. Report findings to management and contribute to continuous improvement initiatives.
• Assist in the development of training materials and documentation for both customers and internal team members. Provide training sessions as needed.
• Work closely with other technical teams and departments to resolve complex issues and enhance overall service delivery. Share knowledge and best practices with colleagues.
• Adhere to company policies and procedures, including security protocols and data privacy regulations. Ensure that all interactions and technical support practices are in compliance with industry standards.

• Bachelor's degree in computer science, Information Technology, or a related field; or equivalent work experience.
• Proven experience in a technical support or IT support role.
• Strong troubleshooting and problem-solving skills with the ability to think critically and analytically.
• Familiarity with common operating systems (Windows, macOS, Linux) and software applications.
• Experience with networking concepts and tools, including routers, switches, and VPNs.
• Certifications (e.g., CompTIA A+, Network+, or similar) are a plus.