Job Summary
The ideal candidate will deliver exceptional technical support to clients, ensuring smooth and efficient operation of their IT environments.
* Fluency in English is required, and knowledge of an additional language is a plus.
This role suits a proactive professional with experience in Managed Service Providers (MSPs) and strong proficiency in tools such as Salesforce, Slack, and Office 365.
Key Responsibilities
Technical Support
The successful candidate will 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, and adhere to ITIL-aligned processes for incident, problem, and change management.
Client Interaction
Delivering a professional, customer-focused experience during all interactions, translating technical issues into clear, user-friendly language, escalating unresolved issues appropriately and ensuring timely follow-up are key aspects of this role.
Service Management
Monitoring and meeting SLA requirements for all client requests, identifying opportunities to enhance service delivery and client satisfaction are essential duties of the position.
Collaboration & Documentation
Maintaining accurate documentation of incidents, changes, and resolutions, creating and updating knowledge base articles for recurring issues, and administering user accounts, permissions, and configurations are important tasks that require close collaboration with internal teams and vendors.