Job Title: Technical Support Specialist

Key Responsibilities

Provide first-line support for customers via phone, email, chat, or ticketing system.

Troubleshoot and resolve hardware and software-related issues in a timely manner.

Log and document all support interactions and resolutions accurately.

Escalate complex problems to higher-level support teams when necessary.

Maintain a high level of professionalism and customer satisfaction.

Communicate technical information to non-technical users clearly and effectively.

Contribute to the knowledge base through documentation of common issues and solutions.

Handle multiple tasks and priorities in a fast-paced environment.

Requirements & Qualifications

Fluency in English (both written and spoken) — mandatory.

Excellent soft skills, including active listening, empathy, and clear communication.

Solid technical background in troubleshooting hardware and software issues.

Knowledge of basic networking concepts (LAN/WAN, IP, routers/switches) — mandatory.

Ability to understand and use technical terminology correctly.

Strong critical thinking, analytical ability, and multi-tasking skills.

Bachelor’s degree in computer science, Information Technology, or relevant field is preferred.

Prior experience in technical support, helpdesk, or IT service desk.