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Senior Technical Support Specialist
2 months ago
We are a cutting-edge technology consultancy that empowers businesses to stay agile and modern. Our team of experts provides a full stack of products and services to help organisations achieve their vision.
About You- Relevant diploma or equivalent is highly desirable.
- Relevant vendor certifications are a plus.
- Previous experience in an IT service management practice or similar is highly regarded.
- Liaising with third-party service providers for problem diagnosis and rectification is a key responsibility.
- Knowledge and understanding of Microsoft 365 Teams and its voice component is essential.
- 1-2 years of strong direct customer service experience in a software or technical environment is required.
- Proven experience of delivering a high degree of customer service and effective problem-solving skills, including appropriate interpersonal skills to manage demanding or difficult customers, is necessary.
The primary goal of our team is to make our clients exceptionally happy. The Technical Support Specialist plays a crucial role in ensuring this happens.
The Technical Support Specialist handles support requests from our clients, providing timely and effective solutions to their technical issues. They are the first point of contact for service tickets and ensure that the client is informed of the issue's status at every step of the way. When necessary, the Technical Support Specialist can escalate issues to other team members for assistance.
Key Requirements- A growth mindset, with a focus on driving improvements in individual development, team performance, and client satisfaction.
- Excellent communication skills, both internally and with clients.
- Excellent written and verbal communication skills, with the ability to articulate complex information clearly and concisely.
- Proven ability to show initiative, with effective analytical and problem-solving skills.
- Experience supporting users across Windows and Apple environments.
- Demonstrated commitment to contributing to improvements and new ideas.
- Diagnosing and resolving desktop, user-centric problems.
- Providing technical support to clients on a diverse range of technologies, primarily focusing on the Microsoft suite of solutions, both remotely and on-site.
- Accurately tracking time and maintaining detailed ticket notes.
- Working collaboratively with a dynamic team of IT professionals who share an obsession with delivering exceptional customer experiences.
- Contributing to the successful implementation of client and internal projects and solutions.
- Participating in regular team-building activities, such as our weekly ping pong tournament.
- Owning one's day and workload, with a focus on consistently delighting our clients.
- Building strong relationships with clients, stakeholders, and internal team members.
- Regularly contributing to the upkeep and creation of client documentation and knowledge-base articles.
- Ensuring consistency in our quality by adhering to our company's processes and frameworks.
- Assisting in the timely contribution and creation of monthly reports.
IT Support
Job BenefitsWe offer a unique work environment that values innovation, creativity, and collaboration. Our team is passionate about helping clients achieve their business goals through digital transformation. We believe in providing opportunities for career growth and development, with above-industry-standard salary packages. We also enjoy a fun and relaxed work environment, with regular team-building activities and social events.
