Technical Support Specialist
Deliver exceptional technical support to clients, ensuring smooth and efficient operation of their IT environments.
* Provide first- and second-line support via email and remote tools.
* Diagnose and resolve issues involving Office 365, Salesforce, Slack, and other business applications.
* Log, track, and manage incidents and service requests across various platforms.
Key Responsibilities:
1. Technical Expertise
* Provide expert-level support via email and remote tools.
* Diagnose and resolve complex issues involving multiple applications.
* Stay up-to-date with emerging technologies and best practices.
2. Client Relationship Management
* Build strong relationships with clients through professional communication.
* Communicate technical information in a clear, user-friendly manner.
* Escalate unresolved issues promptly and ensure timely follow-up.
3. Process Improvement
* Develop and implement processes for efficient incident, problem, and change management.
* Monitor and meet SLA requirements for all client requests.
* Identify opportunities for process enhancements and implement changes.
4. Documentation and Knowledge Sharing
* Maintain accurate documentation of incidents, changes, and resolutions.
* Create and update knowledge base articles for recurring issues.
* Share expertise with internal teams through training and mentorship.
5. Technical Skills and Tools
* Utilize applications such as Office 365, Salesforce, and Slack.
* Administer user accounts, permissions, and configurations.
* Stay current with industry trends and emerging technologies.