We are seeking a knowledgeable and customer-focused Technical Support Specialist to join our team. In this role, you will provide front-line technical assistance to users, troubleshoot issues, and ensure a smooth, efficient support experience across all communication channels.

Key Responsibilities

• Provide Technical Assistance: Respond to user inquiries via phone, email, chat, or ticketing systems regarding hardware, software, network, or account issues.

• Troubleshoot Issues: Diagnose technical problems, guide users through solutions, and escalate complex cases when needed.

• Document Support Activity: Maintain accurate records of issues, steps taken, and resolutions within the ticketing system.

• Perform System Checks & Configuration: Assist with installations, updates, configuration changes, and routine maintenance tasks.

• Customer Service Excellence: Deliver clear, professional, and empathetic communication to ensure a high-quality support experience.

• Collaborate with Teams: Work closely with engineering, IT, and product teams to report bugs, track recurring issues, and improve processes.

• Knowledge Base Management: Contribute to internal and external documentation, FAQs, and self-service resources.

Qualifications

• Proven experience in technical support, IT support, help desk, or a related field.

• Strong troubleshooting skills for hardware, software, and basic networking issues.

• Knowledge of operating systems (Windows, macOS, Linux), mobile devices, and common business applications.

• Familiarity with ticketing systems such as Zendesk, Jira, ServiceNow, or similar.

• Excellent communication and customer service skills.

• Ability to manage multiple tasks, prioritize, and work in a fast-paced environment.

• A+ or other relevant certifications (preferred but not required).

Preferred Skills

• Experience with remote support tools.

• Understanding of SaaS platforms, cloud technologies, or CRM systems.

• Strong analytical and problem-solving abilities.

• Ability to translate technical concepts into easy-to-understand language for customers.