Technical Support Specialist

# **Job Description: Technical Support Specialist**

## **Position Overview**

We are seeking a motivated Technical Support Specialist to join our customer-focused IT support team. This entry-level role is perfect for someone with a customer service background who is passionate about technology and eager to build their career in technical support. You will be the first point of contact for our customers, providing basic technical troubleshooting while delivering exceptional service through our Zendesk ticketing system.

## **Key Responsibilities**

### **Customer Support & Ticketing (Primary Focus)**

• Serve as the first point of contact for customers via email, chat, and phone through Zendesk
• Create, track, manage, and resolve support tickets following established SLA guidelines
• Document all customer interactions, troubleshooting steps, and resolutions clearly in Zendesk
• Escalate complex technical issues to senior team members with detailed notes
• Maintain customer communication throughout the resolution process

### **Basic Technical Troubleshooting**

• Diagnose and resolve common software and hardware issues
• Assist customers with password resets, account access, and basic application errors
• Guide users through step-by-step solutions with clear, patient instructions
• Install and configure basic software applications remotely
• Perform basic system checks and diagnostics

### **Networking Support**

• Troubleshoot basic connectivity issues (Wi-Fi, Ethernet, VPN)
• Assist with printer and peripheral device connections
• Guide users through basic network configuration and troubleshooting
• Identify and escalate network-related issues to appropriate teams
• Verify IP configurations and basic network settings

## **Required Qualifications**

### **Essential Skills & Experience**

• **Customer Service Background:** 1+ years in a customer-facing role (retail, hospitality, call center, etc.)
• **Technical Aptitude:** Demonstrated interest in technology and basic troubleshooting
• **Ticketing System Experience:** Familiarity with Zendesk or similar ticketing platforms (Freshdesk, Jira Service Desk, etc.)
• **Communication Skills:** Fluent English with excellent verbal and written communication
• **Problem-Solving:** Basic analytical skills and logical approach to troubleshooting

### **Technical Competencies**

• Basic understanding of computer systems (Windows/Mac OS)
• Familiarity with common software applications (Microsoft Office, browsers, etc.)
• Basic networking concepts (IP addresses, DNS, connectivity testing)
• Ability to follow technical documentation and procedures
• Comfort with remote support tools
• Experience with remote desktop support tools (TeamViewer, AnyDesk, etc.)
• Zendesk Support.

## **Soft Skills & Attributes**

• **Patience & Empathy:** Ability to support frustrated users calmly
• **Clear Communication:** Can explain technical concepts to non-technical users
• **Adaptability:** Comfortable in a fast-paced, changing environment
• **Team Player:** Willing to collaborate and learn from colleagues
• **Professionalism:** Maintains composure under pressure
• **Initiative:** Self-starter who seeks to improve processes

### **Training & Development**

• Comprehensive 4-week training program on our products and systems
• Zendesk certification sponsorship
• Mentorship from senior technical staff
• Regular knowledge-sharing sessions
• Clear career progression path to Senior Support roles