Job Summary
Our organization is seeking a highly skilled Technical Support Specialist to provide expert assistance to our clients. As a key member of our IT team, you will be responsible for delivering top-notch support and ensuring seamless operation of their IT environments.
Key Responsibilities
* Technical Support: 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.
* Client Interaction: Deliver professional customer-focused experiences during all interactions, translate technical issues into clear user-friendly language, escalate unresolved issues appropriately, and ensure timely follow-up.
* Service Management: Adhere to ITIL-aligned processes for incident, problem, and change management, monitor and meet SLA requirements 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.
Requirements
* 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 troubleshooting and problem-solving capabilities,
* Excellent interpersonal and communication skills.