Technical Support Specialist

Description

The Technical Support Specialist provides first-line assistance for client inquiries, including responding to help desk calls and emails, creating tickets in the help desk application, managing open ticket queues, and offering direct phone and remote support to clients. In addition to troubleshooting and issue resolution, this role includes support for web applications, client education, and proactive client communication. The Specialist will follow established support protocols, contribute to process improvement initiatives, and adapt to flexible work schedules.

Key Responsibilities

• Client Interaction and Ticket Management:
  • Serve as the initial point of contact for all help desk inquiries.
  • Log all requests accurately, creating tickets/cases in the help desk system promptly.
  • Manage and monitor open ticket queues, ensuring timely updates and resolution.
  • Escalate complex issues when necessary.
  • Provide consistent, clear, and frequent communication with clients regarding ticket status and resolutions.
  • Proactively monitor systems for potential issues, initiating dispatch for on-site technicians as required.
• Technical Troubleshooting:
  • Diagnose and resolve basic technical issues related to desktop applications, hardware, peripherals, mobile devices, and web applications.
  • Support desktop-related hardware and peripherals, ensuring smooth operation.
  • Utilize remote control and monitoring platforms to assist with client troubleshooting and resolution of issues across multiple systems.
  • Provide web app support, ensuring clients can effectively access and utilize web-based applications.
• Client Education:
  • Educate clients on system and application use, guiding them through common tasks and best practices.
  • Document and share tips, FAQs, and resources to improve user knowledge and reduce recurring issues.
  • Actively contribute to training materials and client resources, supporting a self-service approach where appropriate.
• Documentation and Time Management:
  • Enter detailed daily time logs and descriptions of work performed on each ticket.
  • Follow established processes to ensure efficient case management and adherence to Service Level Agreements (SLAs).
  • Actively contribute to process improvement and automation recommendations to enhance service efficiency.
• Flexible Backup and Team Collaboration:
  • Act as a backup for other technical support roles as needed.
  • Accommodate flexible work schedules, including holidays, weekends, and overtime, to meet business and client needs.
  • Demonstrate a team-oriented attitude, collaborating with other team members to deliver high-quality service.

Requirements

• Experience and Skills:
  • Minimum of 1 year of experience in a helpdesk or technical support role.
  • Strong customer service skills, with the ability to communicate professionally and empathetically.
  • Familiarity with office automation products, databases, remote control, and monitoring platforms.
  • Proficiency in diagnosing basic technical issues, troubleshooting desktop applications, hardware, and web applications.
  • Experience in client education and training, with an emphasis on explaining technical information clearly to non-technical users.
  • Experience with support ticket systems, documentation, and escalation processes.
• Personal Attributes:
  • Detail-oriented with the ability to manage multiple tickets and tasks effectively.
  • Self-motivated and able to work independently with minimal guidance.
  • Positive, team-oriented mindset with a proactive approach to problem-solving.

Qualifications

Salary : $20 - $24