Job Overview
We are seeking a skilled and motivated technical professional to join our team as a Support Specialist.
The ideal candidate will possess excellent communication and problem-solving skills, with the ability to work independently and collaboratively as part of a dynamic team.
Key Responsibilities:
* Provide timely and effective support to clients via email, phone, and remote tools
* Diagnose and resolve technical issues related to Office 365, Salesforce, Slack, and other business applications
* Log, track, and manage incidents across various platforms
Client Interaction:
* Deliver exceptional customer-focused experience during all interactions
* Translate complex technical issues into clear and concise language
* Escalate and follow-up on unresolved issues in a timely manner
Service Delivery:
* Align processes with ITIL best practices for incident, problem, and change management
* Monitor and meet SLA requirements for client requests
* Identify opportunities for service delivery enhancement and client satisfaction
Collaboration & Knowledge Management:
* Work closely with internal teams and vendors to resolve complex issues
* Maintain accurate documentation of incidents, changes, and resolutions
* Develop and update knowledge base articles for recurring issues