Technical Support Specialist
6 days ago
We are seeking a skilled Technical Support Specialist to join our team. In this role, you will be responsible for providing technical support and assistance to clients, resolving issues in a timely manner, and working collaboratively with colleagues to deliver high-quality solutions.
About the Opportunity:
This is an exciting opportunity for a talented individual who is passionate about delivering exceptional customer service and supporting complex technologies. You will have the chance to work on a variety of projects, develop your skills and expertise, and contribute to the success of our organization.
Your Key Responsibilities:
- Resolve Client Requests: Respond to client inquiries and resolve technical issues in a timely and professional manner.
- Monitor Client Requests: Track and manage client requests through various channels, including email, phone calls, and ITSM tickets.
- Investigate Incidents: Conduct thorough investigations into incidents to identify root causes and implement corrective actions.
- Support Service Delivery: Collaborate with Service Delivery Managers to create operational reports and provide insights into service delivery.
- Escalation: Escalate operational issues requiring attention to Senior Staff or Lead - Application Management Services.
- Client Meetings: Prepare for client meetings by reviewing current and backlog tickets, and being prepared to discuss solutions and progress.
- Incident Management: Participate in incident management activities, including on-call duties for up to 2 weeks per month.
- Documentation: Maintain accurate and up-to-date technical documentation and processes for client platforms.
- Proposal Preparation: Assist in preparing new proposals or pitch decks for prospective clients.
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