Technical Support Specialist

As a Junior Technical Support Specialist, you will play a pivotal role in providing technical assistance and support to customers and internal stakeholders. You will be responsible for troubleshooting and resolving technical issues, maintaining documentation, and assisting in the implementation of technical solutions. This role requires strong communication skills, attention to detail, and a passion for problem-solving.

Role and Responsibilities:

• Provide Technical Support: Respond to customer inquiries and issues via phone, email, or chat in a timely and professional manner
• Troubleshoot technical problems and provide solutions to customers, escalating issues as needed to senior support staff
• Issue Resolution: Diagnose and resolve technical hardware and software issues, including but not limited to networking problems, software configuration, and hardware malfunctions
• Document troubleshooting steps and resolutions for future reference
• Customer Communication: Communicate technical solutions to customers in a clear and understandable manner, ensuring that they are fully informed and satisfied with the resolution of their issues
• Maintain a high level of professionalism and empathy in all customer interactions
• Documentation: Create and maintain documentation related to technical support procedures, troubleshooting guides, and knowledge base articles
• Ensure that documentation is accurate, up-to-date, and easily accessible to the support team and customers
• Collaboration: Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to identify and resolve complex technical issues
• Provide feedback on product improvements and contribute to the continuous improvement of support processes
• Training and Development: Stay updated on industry trends, new technologies, and best practices in technical support
• Participate in training sessions and workshops to enhance technical skills and knowledge

Qualifications:

• Bachelor's degree in Computer Science, IT or related field preferred
• Strong problem-solving skills and ability to troubleshoot technical issues independently
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users
• Familiarity with operating systems (eg, Windows, macOS, Linux), networking principles, and software applications
• Proficiency in using help desk software and remote support tools
• Ability to work collaboratively in a fast-paced environment and prioritize tasks effectively