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Technical Support Specialist
1 week ago
At Compunnel, we are seeking a skilled Technical Support Specialist to join our team. As the first point of contact for users reaching out to the IT Service Desk, this role is critical in providing high-level customer service by addressing technical issues related to enterprise software, hardware, and infrastructure components.
The Technical Support Specialist will be responsible for diagnosing problems, offering solutions, and escalating issues as needed, all while ensuring the highest level of user satisfaction. Key responsibilities include:
- Customer Support
- Provide exceptional customer service by answering incoming calls, emails, or online chats, listening attentively, and gaining a thorough understanding of the user's issue.
- Demonstrate empathy and urgency in resolving the user's situation to ensure a positive customer experience.
- Produce clear, accurate documentation at the client, problem, and incident level.
- Resolve conflicts and handle difficult situations professionally.
In addition to customer support, the Technical Support Specialist will provide high-quality, end-user technical support for enterprise software and hardware, including assessment, triage, research, and resolution of incidents and requests.
The ideal candidate will have two to five years of experience in a similar, complex, high-tech, fast-paced work environment and possess excellent customer service and communication skills. Strong problem-solving abilities, with the capacity to quickly diagnose and resolve technical issues, are also essential.
This role requires attention to detail, teamwork, and a positive attitude, especially in high-pressure situations. A strong focus on delivering quality support and achieving first-call resolution is essential.
