We are seeking a skilled and customer-focused Technical Support Specialist to join our team. In this role, you will be responsible for providing exceptional support to our customers by troubleshooting hardware and software issues, answering technical inquiries, and ensuring that all technical problems are resolved in a timely and efficient manner. You will work closely with other departments to provide solutions, escalate issues when necessary, and ensure customer satisfaction.
- Respond to customer inquiries and technical issues via phone, email, or chat.
- Troubleshoot and resolve hardware, software, and networking issues for customers.
- Provide step-by-step guidance to customers for resolving technical problems.
- Document all support interactions and technical resolutions in the helpdesk system.
- Assist in diagnosing, repairing, and setting up computer hardware and peripherals.
- Collaborate with the development or product team to address software-related issues and suggest improvements.
- Escalate complex issues to senior technical staff or developers when required.
- Stay up to date on product and system updates, and provide training to customers on new features.
- Ensure customer satisfaction by providing timely follow-up and resolution.
- Conduct system tests and diagnostic checks to prevent future technical problems.
- Maintain a detailed knowledge base of common technical issues and resolutions.
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Experience: Proven experience in technical support or IT support roles.
- Technical Skills:
- Proficiency in troubleshooting hardware, software, and networking issues.
- Familiarity with operating systems such as Windows, macOS, and Linux.
- Knowledge of networking protocols, hardware components, and system configurations.
- Experience with ticketing systems, customer support software, and knowledge base tools.
- Soft Skills:
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities and attention to detail.
- Customer-focused mindset with the ability to remain calm and patient under pressure.
- Ability to work independently and as part of a team.
- Certification in relevant technical fields (e.g., CompTIA A+, Network+, ITIL, or similar).
- Experience with cloud computing, database management, or security tools is a plus.
- Familiarity with remote troubleshooting tools and software.
- Ability to work flexible hours, including evenings or weekends, depending on company needs.
- This position may be remote or require on-site presence, depending on the company's setup.