Technical Support Specialist
1 week ago
Our client, a prominent organization in the software industry, is looking for a Technical Support Specialist to provide exceptional assistance to their clientele.
Key Responsibilities:
- Manage the issue resolution process from initial assessment to recommending corrective actions, ensuring customer satisfaction through follow-ups. In complex cases, collaborate with senior Analysts and Subject Matter Experts (SMEs) for effective resolution.
- Identify the nature of problems (e.g., procedural or technical) to appropriately direct issues to relevant experts.
- Leverage and contribute to knowledge management resources to offer best practices and effective solutions for issue prevention.
- Record and classify technical support interactions in a centralized knowledge repository, aiding internal teams in product and process improvements.
- Engage with colleagues and cross-functional teams to exchange insights on significant trends impacting customer experiences.
Qualifications:
- Strong proficiency in various software applications.
- Experience in network configuration and troubleshooting.
- Technical skills, including data analysis and computer setup & configuration.
- Previous experience in an Application Support role, particularly with Windows-based applications, is preferred.
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