Technical Support Specialist
17 hours ago
At Strategic Networks Inc., we are seeking highly motivated and customer-focused individuals to join our team as Technical Support Specialists. In this role, you will be responsible for providing exceptional support to our customers via various channels, ensuring timely resolution of technical concerns and delivering a world-class customer experience.
About the RoleThis is an exciting opportunity for fresh graduates with a background in ticketing software and remote tools to apply their skills in a dynamic environment. As a Technical Support Specialist, you will be the first point of contact for customers' queries related to technical concerns, utilizing your problem-solving skills to troubleshoot and resolve issues efficiently.
You will work closely with our team to escalate Level 2 concerns with dependencies to respective towers or groups, ensuring that customer concerns are addressed promptly. Your responsibilities will include:
- Providing troubleshooting and isolation assistance before escalating calls with dependencies to respective towers or groups to resolve the concern of the end-user.
- Escalating Level 2 concerns with dependencies to the respective tower/groups to resolve the concerns of the customer.
- Creation of tickets and ensuring that the ticket details are complete and has been verified.
- Providing ticket updates or status to end-users related to the raised concern.
- Monitoring and resolving tickets raised by users via Dynamics365 portal.
- Password reset and checking of SAP account status.
- Creation of account through KOLAH, CSO Freegoods, OCP, and AR portals.
- Application installation via remote.
- Provide solutions that help deliver an excellent customer experience.
- Provide timely responses to customer issues.
Strategic Networks Inc. is a dynamic organization committed to delivering innovative solutions to our clients. We value our employees and strive to create a positive and inclusive work environment that fosters growth and development.
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