Technical Support Specialist

4 days ago

Alexander City, United States augmentjobs Full time

Job Summary: The Technical Support Specialist will be responsible for providing highlevel technical assistance and support to customers and internal teams. This role involves troubleshooting hardware and software issues resolving customer inquiries and ensuring that technical problems are addressed efficiently and effectively. The ideal candidate is someone with strong problemsolving skills excellent communication abilities and a deep understanding of technical systems and applications.

Key Responsibilities:

  • Technical Support: Provide prompt and accurate technical assistance to customers via phone email and chat ensuring issues are resolved in a timely manner.
  • Troubleshooting: Diagnose and resolve technical hardware and software issues by guiding customers through stepbystep solutions.
  • Customer Service: Maintain a high level of customer satisfaction by managing customer expectations and delivering professional and courteous service.
  • Documentation: Record and document issues resolutions and other relevant information in the companys ticketing system.
  • Collaboration: Work closely with other technical teams such as development and engineering to resolve complex issues and provide feedback for product improvement.
  • Training & Education: Assist in the creation of user manuals FAQs and other instructional materials. Provide training to customers and internal staff as needed.
  • System Monitoring: Monitor system performance and escalate issues to the appropriate teams when necessary.
  • Continual Learning: Stay uptodate with the latest industry trends software updates and new technologies to provide the best possible support.

Qualifications:

  • Bachelors degree in Information Technology Computer Science or a related field or equivalent work experience.
  • 23 years of experience in a technical support or help desk role.
  • Strong knowledge of operating systems (Windows macOS Linux) network configurations and common software applications.
  • Proficiency in troubleshooting hardware and software issues with a strong understanding of IT systems.
  • Excellent verbal and written communication skills.
  • Ability to work independently and as part of a team.
  • Strong customer service orientation with a problemsolving mindset.
  • Familiarity with ticketing systems and remote desktop applications.
  • Certifications such as CompTIA A Network or similar are a plus.

What We Offer:

  • Competitive salary and benefits package.
  • Opportunities for professional development and career advancement.
  • A dynamic and supportive work environment.
  • Access to the latest tools and technologies in the industry.
  • Health dental and vision insurance.
  • Retirement savings plan with company match.

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