Technical Support Specialist * Provide first- and second-line technical assistance to clients via remote tools. * Diagnose and resolve issues with business applications such as Office 365, Salesforce, and Slack. * Log, track, and manage incidents and service requests effectively. * Manage complex IT problems, collaborating with internal stakeholders when necessary. * Ensure timely resolution of client complaints and satisfaction through efficient issue resolution. * Excellent English and Spanish communication skills required for written and verbal interactions. * A minimum of two years of experience in a managed services provider (MSP) environment is preferred. * Hands-on expertise with similar ticketing platforms to Salesforce is essential for success in this role. Key Performance Indicators (KPIs):