Technical Support Specialist

4 weeks ago


Beachwood, Ohio, United States Emerald Resource Group Full time
Job Summary:

As a Service Desk Specialist at Emerald Resource Group, you will be the first point of contact for customers seeking technical assistance via phone or email. This role requires a unique blend of technical knowledge and outstanding interpersonal skills.

Key Responsibilities:

Provide first-level contact and convey resolutions to customer issues.
Properly escalate unresolved queries to the next level of support.
Track, route, and redirect problems to the correct resources.
Update customer data and produce activity reports.
Walk customers through problem-solving processes.
Follow up with customers, provide feedback, and see problems through to resolution.
Utilize excellent customer service skills and exceed customer expectations.
Ensure proper recording, documentation, and closure of trouble tickets.
Recommend procedure modifications or improvements.
Preserve and grow your knowledge of help desk procedures, products, and services.

Requirements:

Proven experience in providing help desk support.
Proficiency in English with exceptional communication skills.
Strong client-facing and communication skills.
Advanced troubleshooting and multi-tasking abilities.
Customer service orientation.
Working knowledge of help desk software, databases, and remote control tools.
Good understanding of computer systems, mobile devices, and other tech products.
Ability to diagnose and resolve basic technical issues.
Proficiency in Microsoft Azure or similar cloud services platforms is highly desirable.

Education and Experience:

BS degree in Information Technology, Computer Science, or equivalent experience.
Microsoft, Cisco, or similar certification is a plus.

About Emerald Resource Group:

We are a leading provider of IT staffing and recruitment services. Our team of experts is dedicated to helping businesses find the best talent in the industry. If you are looking for a challenging and rewarding career, join our team of professionals and take the first step towards a successful future.

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