Technical Support Specialist
hace 2 meses
Position Overview:
As a Technical Support Specialist, your primary duty will be to deliver effective solutions to technology-related issues reported by users.
This role involves providing exceptional customer service, accurately documenting support requests, and efficiently escalating unresolved issues. You will also be tasked with maintaining a comprehensive knowledge base of frequently reported problems and their solutions. Timely and precise communication with other IT personnel regarding ticket transfers for resolution is essential. Additionally, you will escalate persistent or unresolved issues to the appropriate team lead or manager.
Key Responsibilities:
- Deliver outstanding customer service while managing inbound requests for technical assistance.
- Document all interactions and maintain accurate records of support tickets.
- Assist in troubleshooting and resolving technical issues effectively.
- Contribute to the knowledge base by documenting solutions to common problems.
- Collaborate with team members to ensure seamless ticket resolution.
- Identify and escalate chronic issues to management for further investigation.
Qualifications:
Work Experience:
- At least 1 year of experience in information technology supporting customer inquiries.
- A minimum of 1 year in a dynamic help desk or customer service setting.
- Exceptional listening, questioning, and customer service abilities.
- Strong analytical and problem-solving skills, with the ability to quickly grasp new technical concepts.
Technical Skills:
- Familiarity with the ITIL framework.
- Proficient in Microsoft Office applications.
- Basic understanding of Service Desk ticketing systems, preferably Service Now.
- Confident and engaging telephone communication skills.
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