Technical Support Specialist

Technical Support Specialist

Key Responsibilities

• Act as the first point of contact for customer technical queries via email, chat, or phone.
• Diagnose, troubleshoot, and resolve hardware, software, and network-related issues.
• Escalate complex problems to higher-level support teams while maintaining ownership of cases.
• Document issues, resolutions, and best practices in the knowledge base.
• Guide users through step-by-step solutions and provide product usage support.
• Collaborate with engineering and product teams to identify and resolve recurring technical challenges.
• Monitor system alerts and proactively address potential issues.
• Ensure SLA adherence, timely response, and customer satisfaction on all support tickets.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• 1–3 years of experience in technical support, IT helpdesk, or a similar role.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking fundamentals, and common troubleshooting practices.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Desk, Freshdesk).
• Familiarity with remote desktop tools and cloud applications.
• Excellent problem-solving, analytical, and communication skills.
• Ability to work independently, prioritize tasks, and thrive in a fast-paced environment.

Preferred Skills

• Basic scripting knowledge (Python, Bash, PowerShell) is a plus.
• Experience with SaaS applications or enterprise software.