Technical Operations Support
4 days ago
The Technical Operations Support Specialist is responsible for providing first-level technical support to users experiencing issues.
Key Responsibilities:
Respond to customer basic inquiries via phone, email, chat, or ticketing system regarding basic technical issues.
Guide customers through step-by-step solutions and escalate complex issues to higher-level support when necessary.
Document customer interactions, technical issues, and resolutions in the support system.
Collaborate with cross-functional teams to improve support processes and customer satisfaction.
Stay up to date with product updates, system changes, and industry best practices.
Meet performance metrics including Average Handling Time, First-Contact Resolution, Customer satisfaction
Qualifications:
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
Minimum of (1) year of experience in Technical or Customer Service role
Strong understanding of CRM Tools and MS Applications
Excellent verbal and written communication skills.
Ability to work independently and in a team-oriented environment.
Familiarity with help desk software and remote support tools is a plus.
Working Conditions:
May require flexible working hours, including evenings or weekends.
Remote or on-site work depending on company policy
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