Technical Support Specialist

Description:

Requirements:

• Excellent verbal communication skills for assisting customers over the phone.
• Strong customer service abilities, including patience and empathy.
• Technical background for troubleshooting and explaining solutions to non-technical customers.
• Familiarity with ITIL principles and ticketing systems.
• Proficiency in Microsoft 365 applications.
• Knowledge of networking protocols and troubleshooting.
• Strong problem-solving skills.
• Ability to multitask and prioritize effectively.
• Patience and resilience in handling challenging customer situations.
• Collaboration skills for working in a team.
• Adaptability to changing technology and customer needs.
• Efficient time management and task prioritization.

Responsibilities:

• Bachelor's degree in Computer Science or related field.
• Provide technical support to customers via phone, email, or chat.
• Assist customers in resolving hardware and software issues.
• Document customer support requests and resolutions accurately.
• Escalate complex issues to appropriate teams.
• Collaborate with colleagues to improve support processes.
• Stay updated with technology trends and advancements.
• Provide timely and effective solutions to customer inquiries.
• Ensure customer satisfaction with high-quality support.
• Follow standard procedures and guidelines.
• Maintain professionalism in all interactions.
• Continuously improve technical skills and knowledge.
• Adhere to company policies and confidentiality guidelines.
• Assist in developing support documentation and knowledge base.
• Foster a positive and collaborative work environment.