Technical Support Specialist
A highly skilled Technical Support Specialist will deliver exceptional technical assistance to clients, ensuring seamless and efficient operation of their IT environments.
Key Responsibilities:
* Provide timely and effective support via email and remote tools.
* Diagnose and resolve complex issues involving software applications and platforms.
* Log, track, and manage incidents and service requests across various systems.
Client Interaction:
* Deliver a professional, customer-focused experience during all interactions.
* Translate technical information into clear, user-friendly language.
* Escalate unresolved issues appropriately and ensure timely follow-up.
Service Delivery:
* Adhere to industry best practices for incident, problem, and change management.
* Monitor and meet service level agreements for all client requests.
* Identify opportunities to enhance service delivery and client satisfaction.
Collaboration & Documentation:
* Work closely with internal teams and vendors to resolve complex issues.
* Maintain accurate documentation of incidents, changes, and resolutions.
* Create and update knowledge base articles for recurring issues.
Tools & Technology:
* Use and support software applications such as Salesforce and Slack.
* Administer user accounts, permissions, and configurations.
* Stay current with emerging technologies and best practices.
Qualifications & Skills:
* Fluency in English and Spanish (written and verbal).
* 2+ years of experience in an MSP environment.
* Hands-on experience with Salesforce or similar ticketing platforms.
* Strong analytical and problem-solving capabilities.
* Excellent communication and interpersonal skills.