Technical Support Specialist
2 weeks ago
**Technical Support Specialist - Hunter's Hub Inc.**
We are seeking a skilled Technical Support Specialist to join our team at Hunter’s Hub Inc. This role involves providing technical support for our mobile application, troubleshooting and resolving technical issues, and ensuring a high level of customer satisfaction.
**Key Responsibilities:**
- Provide technical support for our mobile application
- Troubleshoot and resolve technical issues
- Coordinate with various stakeholders
- Ensure prompt and effective resolution of support tickets
**Requirements:**
- At least 3 years of experience in technical support, with a focus on mobile applications or digital banking
- Strong knowledge of ticketing systems, problem management, and incident resolution processes
- Experience working with technology partners and cross-functional teams
- Excellent communication, analytical, and problem-solving skills
- Ability to manage multiple priorities and work effectively under pressure
**Preferred Certifications:**
- ITIL Foundation Certification
- Certified Support Professional (CSP)
- Certified Help Desk Professional (CHDP)
**Incident Management Process:**
Incident Management process (Non-Nego)
L1, L2, and L3 Support:
L1, L2, and L3 Support plus Severity of Tickets (P2, P2, and P3)
Ticket Escalation:
Ticket escalation to L3
Triage:
Can run triage if there are P1 incident
Root Cause Analysis:
Familiar with the Root Cause Analysis
Troubleshooting:
Troubleshoot the solution according to the reported ticket
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