Technical Support Specialist
We are seeking an experienced Technical Support Specialist to provide exceptional technical support to our clients.
The ideal candidate will be responsible for delivering timely and efficient technical support via email and remote tools, ensuring a seamless experience for our clients.
Key Responsibilities:
* Provide first- and second-line technical support services to resolve client issues promptly.
* Detect and resolve complex technical issues involving Office 365, Salesforce, Slack, and other business applications.
* Log, track, and manage incidents and service requests across various platforms.
Client Interaction:
* Deliver professional, customer-focused interactions during all client engagements.
* Translate technical issues into clear, user-friendly language for effective communication.
* Escalate unresolved issues appropriately and ensure timely follow-up with clients.
Service Management:
* Adhere to ITIL-aligned processes for incident, problem, and change management.
* Monitor and meet Service Level Agreement (SLA) requirements for all client requests.
* Identify opportunities to enhance technical support delivery and client satisfaction.
Collaboration & Documentation:
* Work closely with internal teams and vendors to resolve complex technical issues.
* Maintain accurate documentation of technical issues, changes, and resolutions.
* Create and update knowledge base articles for recurring technical issues.
Tech Requirements:
* Proficiency in Office 365, Salesforce, Slack, and other business applications.
* Excellent analytical, problem-solving, and communication skills.
Benefits:
* A dynamic work environment with opportunities for growth and development.
* A competitive compensation package with benefits.