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Information Technology Support Specialist
4 months ago
Responsibilities:
- Responding to incoming calls and emails from distributors in a timely and professional manner
- Troubleshooting technical issues and providing technical support to distributors
- Escalating complex issues to senior team members when necessary
- Utilizing Freshservice to track, document, and resolve issues
- Maintaining accurate records of customer interactions and transactions
- Identifying and escalating trends and patterns in customer issues to improve processes
- Providing exceptional customer service and ensuring customer satisfaction
- Participating in team meetings and trainings to enhance technical knowledge and skills
- Bachelor's degree in a related field or an Associate's degree with relevant work experience
- Exceptional customer service and communication skills
- Ability to troubleshoot technical issues and provide technical support
- Familiarity with ticketing systems and chat queues
- Ability to learn and adapt to new technologies and software quickly
- Certifications such as A+, Network+, and Security+ are helpful but not required
- Ability to complete 6 weeks of training
- Ability to work independently and as part of a team
- Ability to multitask and prioritize in a fast-paced environment