Technical Support Professional
We are seeking a skilled Technical Support Professional to provide high-quality technical assistance to clients. This role involves delivering exceptional support, ensuring seamless operation of IT environments, and collaborating with internal teams to resolve complex issues.
Key Responsibilities:
* Provide first- and second-line support via email and remote tools.
* Diagnose and resolve technical issues involving Office 365, Salesforce, Slack, and other business applications.
* Log, track, and manage incidents and service requests across various platforms.
Requirements:
* Fluency in English is required; knowledge of an additional language is a plus.
* Experience in Managed Service Providers (MSPs) and strong proficiency in tools such as Salesforce, Slack, and Office 365.
Benefits:
* 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.
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.