Technical Support Specialist
This role is ideal for a proactive and tech-savvy professional with experience in managed service providers (MSPs) and strong proficiency in tools such as Salesforce, Slack, and Office 365.
Key Responsibilities:
* 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 ITIL-aligned 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.
Please note that the company name has been removed from this description.