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Technical Support Specialist
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We are seeking a skilled Technical Support Specialist to join our team. As a key member of our support team, you will be responsible for providing top-notch technical assistance to customers, troubleshooting issues, and creating documentation to help customers use products effectively.
Main Responsibilities- Respond to customer inquiries via email, chat, telephone, or other communication channels.
- Provide expert technical guidance to customers on the correct usage of our equipment and applications.
- Diagnose and resolve technical problems with our products either remotely or by guiding customers through step-by-step solutions.
- Elevate unresolved cases to senior engineers or other specialized departments.
- Analyze and replicate customer-reported issues.
- IDentify emerging trends and concerns that require further investigation.
- Develop and document standard operating procedures and guidelines.
- Create user manuals and quick reference guides.
- Train end-users on proper product usage and application.
- Deliver webinars and online demonstrations.
- Conduct product testing and certification.
- Design and execute scripted test plans.
- Bachelor's degree in Computer Science or equivalent combination of education and experience.
- Minimum 2 years' prior work experience in a technical role.
- Familiarity with computer hardware, peripherals, and network connectivity.
- Strong verbal and written communication skills.
- Excellent organizational skills and attention to detail.
- Able to work independently and take initiative.
- Proficient in Microsoft Office programs including Word, Excel, Outlook, PowerPoint, and Teams.
- Working knowledge of Windows OS.
- Able to quickly learn new systems and applications.
- Skillful in communicating complex concepts to others.
- Proven interpersonal skills.
- Good problem-solving skills.
- Strong teamwork skills.
- Critical thinking skills.
- Flexibility to work varied shifts and weekends if needed.
