Technical Support Specialist

hace 2 horas

Monterrey, Nuevo León, México Dyopath Llc A tiempo completo

Technical Support Specialist

At Dyopath LLC, we're seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will provide technical assistance to customers and employees, addressing IT-related issues and problems. Your primary responsibilities will include responding to incoming phone calls, emails, and chat messages, logging service desk interactions, and escalating issues to the appropriate team or individual. You will also provide first-level support for technical issues and incidents, including desktop, laptop, printer, mobile device, software, and network problems. Additionally, you will conduct follow-up activities with customers or employees to ensure satisfaction with the service provided. If you have a strong customer service background, excellent communication skills, and a passion for technology, we encourage you to apply for this exciting opportunity.

Key Responsibilities:
• Respond to incoming phone calls, emails, and chat messages from customers or employees seeking technical support.
• Log all service desk interactions in the ticketing system and escalate issues to the appropriate team or individual.
• Provide first-level support for technical issues and incidents, including desktop, laptop, printer, mobile device, software, and network problems.
• Conduct follow-up activities with customers or employees to ensure satisfaction with the service provided.

Requirements:
• Advanced English skills, both oral and written.
• 1-2 years of experience in a technical support role, preferably in a service desk environment.
• Strong customer service skills, with the ability to communicate technical information to non-technical users.
• Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting.
• Knowledge of ITIL or similar service management frameworks a plus.
• Ability to work independently and as part of a team, focusing on delivering exceptional customer service.
• Excellent problem-solving and analytical skills.
• Ability to manage multiple tasks simultaneously and prioritize workload effectively.

About Dyopath LLC:
Dyopath LLC is a leading Managed Service Provider (MSP) that empowers organizations by delivering trusted IT solutions. Our core values foster a culture that promotes accountability, excellence, exceptional customer service, and sustainability. We are committed to a work environment free of all forms of discrimination and recruit and hire without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.

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