Service Desk Agent

As a Technical Support Specialist for global SaaS clients, your role will involve providing technical assistance to ensure client satisfaction by resolving issues promptly. Your responsibilities will include: - Managing incident tickets and providing status updates to clients. - Conducting screenshare sessions to resolve technical issues efficiently. - Escalating critical issues and ensuring compliance with SLAs. - Maintaining a Knowledge Base for reference. - Managing and nurturing the development of the support team. In terms of technical skills, you should be proficient in: - Advanced Excel functionalities such as VLOOKUP. - Basic SQL knowledge. - Experience with Call Center and Workforce Management (WFM) reporting. - Familiarity with ticketing systems like FreshDesk. The qualifications required for this role are: - Advanced proficiency in English. - Minimum of 2 years of technical support experience in SaaS. - Bachelor's Degree. Desired qualifications that would be beneficial include: - ITIL certification. - Strong ability to meet deadlines. Additionally, the ideal candidate should possess strong communication and leadership skills to effectively coordinate with the support team and clients.,