Technical Support Specialist
3 weeks ago
At Oxford Solutions, we're seeking a skilled Help Desk Support Specialist to provide exceptional technical assistance to our clients.
Key Responsibilities:
- Serve as the primary point of contact for customers seeking technical support via phone or email.
- Perform remote troubleshooting using diagnostic techniques and relevant questions.
- Write clear and concise service tickets.
- Guide customers through the problem-solving process.
- Follow up on all tickets in a timely manner and pursue issues to resolution.
- Escalate unresolved issues to senior support personnel.
- Provide accurate information about IT products and services.
- Record events and problems in logs.
- Update customer status and information.
Requirements:
- Associate Degree preferred or equivalent work experience.
- Experience in a help desk or customer support role.
- Familiarity with ticketing systems and technical support documentation.
- Strong understanding of computer systems, software applications, and networks.
- Ability to diagnose and resolve basic technical issues.
- Excellent communication and customer service skills.
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