Technical Support Specialist
hace 5 días
About Helpware Inc.
Helpware Inc. is a technology-driven company with a global presence across several countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in offering top-notch Customer Experience and Operational Support to modern businesses.
Position Overview
Our client is a Financial Technology company providing customized end-to-end solutions to lending companies and telecommunications providers.
Key Responsibilities:
- Manage help desk software or ticket system to ensure efficient issue resolution.
- Document customer interactions and solutions in the support system to maintain a knowledge base.
- Troubleshoot and manage simple software issues using knowledge-base articles and FAQs.
- Provide expert assistance regarding the company's product or services.
- Stay up-to-date with updates, changes, and new technologies within the company.
- Research questions on available resources (FAQ manual) to provide accurate information.
- Delegate complex customer issues to the Level 2 support team.
Requirements:
- At least 1 year of experience in a technical support or service role.
- High school diploma or equivalent; additional education in a technical field is a plus.
- Certifications in relevant technologies or products are a plus.
- Basic computer skills and proficiency in industry-specific software/tools.
- Excellent verbal and/or written communication skills.
- Basic knowledge of industry-specific software/tools and familiarity with company-specific software/tools.
- Ability to convey technical information clearly and empathetically.
- Problem-solving skills and multitasking abilities.
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