It Technical Support Specialist (Remote)

Position Overview:

As a Technical Support Specialist, you will be at the forefront of delivering technical assistance and support to our valued customers. Your primary responsibility will be to troubleshoot technical issues, provide solutions, and ensure customer satisfaction through effective communication and problem-solving.

Responsibilities:

– Respond promptly and professionally to customer inquiries via phone, email, and chat, providing technical support and assistance.

– Diagnose and troubleshoot technical issues reported by customers related to software and hardware, escalating complex issues to the appropriate teams when necessary.

– Document customer interactions, including issues reported, troubleshooting steps taken, and resolutions provided, in our CRM system.

– Guide customers through step-by-step solutions, ensuring clear understanding and satisfaction with the resolution.

– Follow up with customers to ensure their technical issues have been resolved and gather feedback to improve our support processes.

– Collaborate closely with internal teams, including product development and engineering, to communicate customer feedback and contribute to product improvements.

– Stay updated on industry trends and product updates to provide accurate and effective technical support.

– Participate in ongoing training sessions to enhance technical knowledge and customer service skills.

– Adhere to company policies and procedures, including data security and privacy guidelines, in handling customer information.

Required Skills:

– Excellent verbal and written communication skills, with the ability to convey technical information clearly and effectively to non-technical users.

– Strong problem-solving abilities and analytical skills to diagnose and resolve technical issues efficiently.

– Exceptional customer service skills, including empathy, patience, and the ability to remain calm under pressure.

– Proficient in computer hardware and software, operating systems, and common software applications.

– Experience troubleshooting network connectivity issues, including LAN, WAN, and wireless networks.

– Familiarity with remote desktop applications and remote troubleshooting techniques.

– Ability to work independently and collaboratively within a team environment.

– Excellent time management skills with the ability to prioritize tasks and meet deadlines.

– Adaptability to evolving technologies and work environments.

– Commitment to continuous learning and self-improvement in the field of technical support.