Technical Support Specialist
1 week ago
Company: LingaTech
This role is centered around providing exceptional technical support through phone and email channels to various stakeholders, including employees and public users. The initial phase of training will be conducted onsite, transitioning to a remote work setup thereafter. The selected candidate will be responsible for managing support inquiries, serving as an escalation point for urgent issues, and upholding superior communication and customer service standards. A minimum of five years of experience in a Help Desk capacity is essential.
Key Responsibilities:- Set and manage expectations across all levels, including end users and executive stakeholders.
- Oversee the team's backlog of support requests, reallocating tasks as needed to ensure timely resolution.
- Act as the primary escalation contact for high-priority technical issues.
- Provide insights and recommendations regarding system usage and service policies.
- Serve as a subject matter expert for specific applications, whether custom-built or commercial off-the-shelf.
- Collaborate with developers to clarify software issues or suggest program modifications.
- Conduct research on alternative software and hardware solutions when standard methods are insufficient.
- Prepare evaluation reports and recommendations for management consideration.
- Develop and update user training manuals and procedural documentation.
- Create training materials, including exercises and visual aids.
- Offer technical support and guidance to end users for hardware, software, and systems.
- Provide hands-on assistance to both business and technical personnel.
- Diagnose and resolve software and hardware issues reported by users.
- Act as a contact point for level 1 support inquiries.
- Assist users experiencing difficulties with software, hardware, and operating systems, escalating issues as required.
- Identify the root cause of problems, whether they stem from hardware, software, or system configurations.
- Respond to inquiries by leveraging knowledge of software, hardware, systems, and procedures.
- Engage with both technical and non-technical colleagues to investigate problems and identify solutions.
- Guide users through diagnostic procedures via telephone, utilizing diagnostic tools or step-by-step instructions.
- Familiarity with various call-tracking software and systems is essential.
- At least 5 years of experience in a Help Desk role.
- Proven ability to resolve both technical and non-technical user issues, with appropriate escalation when necessary.
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