Technical Support Specialist
We are seeking a skilled Technical Support Specialist to deliver exceptional technical support to our clients. As a key member of our team, you will provide first- and second-line support via email and remote tools, ensuring smooth and efficient operation of our clients' IT environments.
Key Responsibilities:
* Provide timely and effective technical assistance to clients through various communication channels.
* Diagnose and resolve complex issues involving Office 365, Salesforce, Slack, and other business applications.
* Log, track, and manage incidents and service requests across multiple platforms.
Client Interaction:
* Deliver a professional, customer-focused experience during all interactions with clients.
* Translate technical issues into clear, user-friendly language for clients.
* Escalate unresolved issues appropriately and ensure timely follow-up with clients.
Service Management:
* Adhere to ITIL-aligned processes for incident, problem, and change management.
* Monitor and meet Service Level Agreement (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 technical issues.
* Maintain accurate documentation of incidents, changes, and resolutions.
* Create and update knowledge base articles for recurring issues.
Tools & Technology:
* Utilize and support applications such as Office 365, Salesforce, and Slack.
* Administer user accounts, permissions, and configurations.
* Stay current with emerging technologies and best practices in the industry.