Technical Support Specialist
4 weeks ago
Company Overview
Strategic Networks Inc. is a leading provider of innovative solutions and services.
Job Summary
We are seeking an experienced Technical Support Specialist to join our team.
Key Responsibilities
- Act as the primary point of contact for customers' technical queries via inbound and outbound calls.
- Provide troubleshooting assistance over the phone or remotely using various tools, such as CMRC, Remote Desktop Connection, and Microsoft Teams.
- Evaluate customer concerns, isolate issues, and escalate Level 2 dependencies to respective towers or groups for resolution.
- Create tickets, ensuring completeness and accuracy, and provide regular updates to customers on raised concerns.
- Monitor and resolve user-submitted tickets via Dynamics365.
- Reset passwords and verify SAP account status as required.
- Set up new accounts through KOLAH, CSO Freegoods, OCP, and AR portals.
- Install applications remotely.
- Develop effective solutions that enhance customer experience.
- Respond promptly to customer inquiries.
- Maintain a high level of knowledge about programs and services to deliver exceptional value-based technical solutions.
- Take ownership of assigned tasks and ensure timely completion.
- Meet attendance requirements based on Service Level Agreements and exceed Key Performance Indicator targets set by clients.
- Promote high levels of customer satisfaction and foster positive working relationships with supervisors and colleagues.
Compensation Package
We offer a competitive salary in the range of $60,000 - $80,000 per annum, depending on location and experience.
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