About the Role
We are seeking a highly skilled and motivated Technical Support Specialist to join our team. The ideal candidate will provide exceptional technical support to clients, ensuring smooth and efficient operation of their IT environments.
Key Responsibilities:
* Technical Support: Provide first- and second-line support via email and remote tools, diagnose and resolve issues involving Office 365, Salesforce, Slack, and other business applications, log, track, and manage incidents and service requests across various platforms.
* Client Interaction: 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 Management: Adhere to industry-standard 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.
* Collaboration & Documentation: Work closely with internal teams and vendors to resolve complex issues, maintain accurate documentation of incidents, changes, and resolutions, create and update knowledge base articles for recurring issues.
* 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.
Required Skills and Qualifications:
* Fluency in English and Spanish (written and verbal)
* 2+ years of experience in an MSP environment
* Hands-on experience with Salesforce or similar ticketing platforms
* Strong troubleshooting and problem-solving capabilities
* Excellent interpersonal and communication skills
Core Competencies:
* Technical troubleshooting
* Customer service orientation
* Communication & documentation
* Time management
* Problem-solving
* Process discipline
* Collaboration
* Attention to detail
As an equal opportunity employer, we welcome diverse candidates and offer reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation, please contact us.