Technical Support Specialist Job Opportunity
This role involves delivering exceptional technical support to clients, ensuring smooth operation of their IT environments.
The successful candidate will have experience in managed service providers and strong proficiency in tools such as Salesforce, Slack, and Office 365.
* 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.
The ideal candidate should have fluency in English, with knowledge of an additional language being a plus. ITIL certification is advantageous.
Key Responsibilities:
1. Technical Expertise:
* Develop expertise in office software, collaboration platforms, and customer relationship management tools.
* Utilize technical skills to troubleshoot and resolve complex issues.
2. Client Interaction:
* Promote a professional and customer-centric approach in all interactions.
* Communicate technical information in a clear and concise manner.
* Evaluate escalated issues effectively and ensure timely follow-up.
3. Service Delivery:
* Foster a culture of continuous improvement by identifying opportunities for enhanced service delivery and client satisfaction.
* Collaborate with internal teams and vendors to resolve complex issues efficiently.
* Maintain accurate documentation of incidents, changes, and resolutions.
4. Tech Savvy & Documentation:
* Stay current with emerging technologies and best practices.
* Create and update knowledge base articles for recurring issues.
* Administer user accounts, permissions, and configurations.