Technical Support Specialist
Our organization seeks a skilled Technical Support Specialist to deliver exceptional technical support to clients, ensuring smooth IT environments.
* Provide first- and second-line support via email and remote tools, maintaining timely communication with clients and internal stakeholders.
* Diagnose and resolve complex issues involving Office 365, Salesforce, Slack, and other business applications, staying current with emerging technologies and best practices.
* Log, track, and manage incidents and service requests across various platforms, adhering to ITIL-aligned processes for incident, problem, and change management.
Key Responsibilities:
* Technical Support:
o Deliver professional customer-focused experience during all interactions, translating technical issues into clear, user-friendly language.
o Escalate unresolved issues appropriately and ensure timely follow-up, fostering strong relationships with clients and internal teams.
* Client Interaction:
o Maintain accurate documentation of incidents, changes, and resolutions, creating and updating knowledge base articles for recurring issues.
o Identify opportunities to enhance service delivery and client satisfaction, driving continuous improvement through data-driven insights.
* Collaboration & Documentation:
o Work closely with internal teams and vendors to resolve complex issues, leveraging expertise and resources to achieve successful outcomes.
o Administer user accounts, permissions, and configurations, ensuring seamless access to critical systems and applications.
Required Skills and Qualifications:
* Fluency in English and Spanish (written and verbal), with excellent interpersonal and communication skills.
* 2+ years of experience in an MSP environment, with hands-on experience with Salesforce or similar ticketing platforms.
* Strong troubleshooting and problem-solving capabilities, with a proven ability to adapt to new technologies and processes.
Benefits:
We offer a competitive compensation package, comprehensive benefits, and opportunities for growth and development. Our team is committed to delivering exceptional service and support to our clients, and we are seeking like-minded individuals who share our vision and values.
Sycomp is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to providing reasonable accommodation for qualified individuals with disabilities as needed.