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Technical Support Specialist
1 month ago
We are seeking a highly skilled and motivated Technical Support Specialist to join our team at Strategic Networks Inc. As a Technical Support Specialist, you will be responsible for providing exceptional technical support to our clients, ensuring their hardware and software issues are resolved efficiently and effectively.
Key Responsibilities- Provide technical support to clients via phone, email, and remote access
- Diagnose and resolve hardware and software issues
- Coordinate with Senior Technical Support Engineers and Team Leaders on critical technical issues
- Set up new user accounts and profiles
- Walk clients through series of actions to resolve issues
- Take ownership of assigned incident tickets and resolve within agreed service level and targets
- Proactively update clients on request status
- Analyze and respond to issues and develop resolutions in a timely manner
- Maintain high level of program and service knowledge to provide best value-based technical solution to clients
- Meet and adhere to attendance requirements based on Service Level Agreement
- Meet and exceed KPI targets set by clients
- Deliver quality, productivity, and compliance KPI/SLA reports on daily, weekly, and monthly basis
- High school diploma or equivalent required
- 1-2 years of experience in technical support or related field
- Excellent communication and problem-solving skills
- Ability to work in a fast-paced environment
- Strong knowledge of hardware and software systems
- Competitive salary and benefits package
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
