Technical Support Specialist
3 days ago
At UPSLOPE ADVISORS, INC, we are seeking a highly skilled Technical Support Specialist to join our team. This role will provide crucial support to the Customer Care Support Center (CCSC) Desk Support and Management services for a local government agency.
Responsibilities:- Provide technical assistance and support to government clients and end-users via phone, email, or chat.
- Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.
- Resolve technical problems by guiding users through step-by-step solutions or escalating issues to the appropriate support level.
- Document and track all support interactions and resolutions in a ticketing system.
- Assist users in understanding and effectively using government systems, applications, and tools.
- Provide basic training on common technical tasks to enhance user proficiency.
- Assist with the setup, installation, and configuration of hardware and software applications.
- Collaborate with IT teams to ensure compatibility and compliance with government standards.
- Communicate effectively with government clients, end-users, and internal teams to understand and address technical support needs.
- Collaborate with other technical support agents to share knowledge and best practices.
- Create and maintain documentation, including knowledge base articles, FAQs, and troubleshooting guides.
- Ensure documentation is kept up-to-date with the latest information.
- Escalate complex technical issues to higher-level support or IT teams as needed. Follow up on escalated issues to ensure timely resolution and user satisfaction.
- Participate in quality assurance activities to identify areas for improvement in technical support processes.
- Provide feedback to enhance the overall effectiveness of technical support services.
We offer a competitive salary range of $60,000 - $80,000 per annum, depending on experience.
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