Technical Support Specialist
This role focuses on delivering exceptional technical assistance to clients, ensuring seamless operation of their IT environments.
* Key Responsibilities:
* Provide first- and second-line support via email and remote tools, leveraging expertise in Office 365, Salesforce, Slack, and other business applications.
* Accurately diagnose and resolve complex issues, documenting incidents and service requests across various platforms.
* Client Interaction:
* Prioritize client satisfaction, maintaining a professional demeanor during all interactions and effectively translating technical jargon into clear, user-friendly language.
* Ensure timely escalation of unresolved issues and maintain open communication channels with clients.
* Service Management:
* Implement ITIL-aligned processes for incident, problem, and change management, driving efficiency and quality in service delivery.
* Maintain accurate records of client requests and track progress against established SLAs.
* Analyze service performance data to identify opportunities for improvement and enhance overall client satisfaction.