Technical Support Specialist

• Job Title: Technical Support Specialist
• Department: Technical Operations
• Reports To: Technical Solutions Specialist
• Job Overview:

We are seeking a skilled and customer-focused Technical Solutions Specialist. The ideal candidate will have a strong technical background and a passion for delivering exceptional support to clients. The Technical Specialist will assist clients via direct interactions and through managing support tickets, ensuring efficient problem resolution and a positive client experience.

Key Responsibilities:

• Client Solutions & Issue Resolution
• Provide timely and accurate technical solutions to clients through various channels, including email, phone, and support ticketing systems.
• Diagnose, troubleshoot, and resolve software issues, escalating complex problems to higher-level support or development teams when necessary.
• Guide clients through problem-solving processes and recommend solutions to optimize software usage.
• Ticket Management
• Monitor and manage incoming customer tickets, ensuring prompt responses and efficient resolution in line with service level agreements (SLAs).
• Maintain detailed records of client interactions, issues, and solutions in the companys ticketing system.
• Prioritize and escalate critical issues as required.
• Client Communication & Education
• Clearly and professionally communicate complex technical concepts to non-technical clients.
• Provide training and onboarding assistance to new clients, helping them understand software functionalities and best practices.
• Create and update user-friendly documentation, FAQs, and knowledge base articles for clients.
• Collaboration & Continuous Improvement
• Collaborate with development and product teams to report recurring issues and suggest enhancements.
• Stay up to date with software updates, new features, and industry trends to provide accurate and efficient support.
• Participate in regular team meetings to discuss client feedback and improvement opportunities.

  Qualifications:

• Education: Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Experience:

• 2+ years of experience in a technical support role, preferably in a software or tech company.
• Experience working with support ticketing systems like Zendesk, Freshdesk, or similar.
• Technical Skills:
• Proficiency in diagnosing and troubleshooting software issues.
• Familiarity with SQL databases, APIs, Windows and Linux virtual machines
• Experience with Python and/or PowerShell
• Understanding of cloud-based software solutions is beneficial.

Soft Skills:

• Strong communication and interpersonal skills, with the ability to explain technical information in an understandable way.
• Excellent problem-solving abilities and a proactive approach to learning.
• Ability to manage multiple tasks efficiently and work under pressure.
• Team player with a commitment to providing excellent client service.