Technical Support Specialist Role Overview
In this critical role, you will deliver comprehensive support services by ensuring timely information capture and effective resolution of low- to medium-complexity issues.
* Record all calls from the helpline and register the contact in the ticket registration platform(ITSM).
* Address on-the-spot incidents of user-reported errors with workstation computer equipment.
* Direct each contact (ticket) to the corresponding resolution group for prompt attention.
* Provide guidance to users seeking support in processes not related to workstation problems.
* Document service failures reported by users regarding the attention of the different troubleshooting groups.
* Monitor and follow up on each ticket generated so that it is attended within the agreed levels according to the service catalog.
* Report in real-time any major incidents or failures in applications affecting a group of users.
* Meet productivity and quality goals.
* Adhere to client-defined processes and standards.
This position requires advanced English language skills, strong communication skills in Portuguese and English, familiarity with ITSM platforms, experience with remote support tools, previous service desk experience, basic understanding of IT infrastructure, and ability to follow and adhere to client-defined processes and standards.
Key Responsibilities:
* Resolve technical issues via phone, email, or chat support
* Collaborate with cross-functional teams to resolve complex issues
* Utilize problem-solving skills to identify root causes of issues
* Communicate effectively with clients to provide resolutions and escalate issues when necessary
* Stay up-to-date with new technologies and software to effectively assist clients
Requirements:
* Excellent written and verbal communication skills
* Ability to work in a fast-paced environment
* Strong analytical and problem-solving skills
* Proficient in using remote support tools
* Previous experience in a helpdesk or service desk role