Technical Support Specialist

The Technical Support Specialist provides technical assistance and support to customers, resolving product or service issues. They troubleshoot and diagnose problems, provide step-by-step instructions, and escalate complex issues to appropriate teams. The Technical Support Specialist maintains accurate records of customer interactions and solutions provided. They also contribute to the development of support materials and knowledge base articles to enhance self-service options for customers.

Responsibilities

• Provide technical assistance and support to customers via phone, email, or chat.
• Diagnose and troubleshoot product or service issues reported by customers.
• Provide step-by-step instructions to guide customers through problem resolution.
• Escalate complex issues to appropriate teams for further investigation and resolution.
• Maintain accurate records of customer interactions, solutions provided, and follow-up actions.
• Contribute to the development of support materials and knowledge base articles.
• Keep up-to-date with product information and industry trends.
• Ensure timely and high-quality customer service.

• Bachelor's degree in computer science, engineering, or a related field.
• Proven experience in technical support or helpdesk role.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and customer service skills.
• Ability to effectively explain technical concepts to non-technical customers.