About this role
We are seeking a highly skilled Technical Support Specialist to 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 business applications such as Office 365 and Salesforce.
* Log, track, and manage incidents and service requests across various platforms.
Key Responsibilities
Technical Support
* Deliver a professional, customer-focused experience during all interactions.
* Translate technical issues into clear, user-friendly language.
* Escalate unresolved issues appropriately and ensure timely follow-up.
Service Delivery
* 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.
Tools & Technology
* Use and support applications such as Office 365, Salesforce, and Slack.
* Administer user accounts, permissions, and configurations.
* Stay current with emerging technologies and best practices.