About the Job
We are seeking a motivated Technical Support Specialist to provide exceptional technical assistance to clients.
Key Responsibilities:
* Provide first- and second-line support via email and remote tools.
* Diagnose and resolve issues involving business applications such as Office 365, Salesforce, and Slack.
* 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.
* Evaluate and 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 service level agreement (SLA) requirements for all client requests.
* Cultivate opportunities to enhance service delivery and client satisfaction.
Requirements & Skills:
* Proficiency in English and Spanish (written and verbal).
* 2+ years of experience in an IT environment.
* Hands-on experience with ticketing platforms such as Salesforce or similar solutions.
* Strong analytical and problem-solving capabilities.
* Excellent interpersonal and communication skills.