Technical Support Specialist

We are seeking a skilled and motivated Technical Support Specialist to join our team. This role is ideal for someone with strong technical acumen, excellent communication skills, and the ability to assist users with troubleshooting, resolving issues, and providing proactive support. The successful candidate will play a key role in ensuring that our users have a seamless technical experience with our products and services.

Key Responsibilities:

1. Provide high-quality technical support for software and hardware issues via phone, email, chat.

2. Diagnose and troubleshoot technical issues, including operating systems, software, and hardware.

3. Resolve technical problems related to applications and user accounts.

4. Work closely with cross-functional teams to resolve complex issues and provide feedback on product improvements.

5. Assist users with installation, setup, and maintenance of hardware and software.

6. Document and maintain records of user issues and resolutions in a ticket management system.

7. Escalate unresolved issues to senior technical staff or management when necessary.

8. Provide training to users on software usage, best practices, and troubleshooting techniques.

9. Monitor and follow up on open support tickets to ensure timely resolution.

10. Stay current with new technologies, software updates, and trends to provide up-to-date solutions to users.

11. Offer customer support for technical issues related to our company's products or services.

Required Qualifications:

- Proven experience as a Technical Support Specialist or similar role in IT support.

- Strong knowledge of computer hardware and software.

- Familiarity with Windows, macOS, Linux operating systems, and common software applications.

- Excellent troubleshooting skills and ability to resolve issues effectively.

- Experience with remote support tools and helpdesk software (e.g., Samsung Knox etc.).

- Basic knowledge of networking concepts, IP configurations, and VPNs.

- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

- Ability to work well under pressure and manage multiple tasks simultaneously.

- Customer-focused attitude with a commitment to resolving issues quickly and efficiently.

Preferred Qualifications:

- Knowledge of cloud technologies (e.g., AWS, Azure, etc.) is a plus.

- Experience with CRM systems (e.g., Salesforce, Bitrix24) and customer support management tools.

- Experience in a multi-tenant SaaS environment is a bonus.

Why Join Us:

- Opportunity to work with a dynamic and growing team.

- Competitive salary

- Opportunities for professional growth and development.

- Flexible work environment.

Job Type: Full-time

Work Location: In person