Job Overview
We are seeking a highly skilled Technical Support Specialist to join our team. This role is perfect for individuals who enjoy problem-solving and have a passion for delivering exceptional customer service.
The successful candidate will be responsible for providing technical assistance to clients via email, phone, or remote tools. They will diagnose and resolve issues related to various business applications, including Office 365, Salesforce, and Slack.
Additional responsibilities include logging, tracking, and managing incidents and service requests across multiple platforms. The ideal candidate will possess strong communication skills, be able to translate technical information into clear language, and escalate unresolved issues appropriately.
The chosen individual will also be expected to adhere to ITIL-aligned processes for incident, problem, and change management. Furthermore, they will monitor and meet Service Level Agreement (SLA) requirements for all client requests.
Key Qualifications
* Fluency in English (written and verbal)
* Minimum 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