Technical Support Specialist

Summary

Join Syrve, a leading software provider for cash registers and restaurant management, as a Technical Support Specialist. You will be the first point of contact for clients, providing technical support, troubleshooting software and hardware issues, and ensuring a smooth user experience. This role involves consulting users on software functionality, guiding them through features, and explaining complex concepts clearly. You will register client requests, ask targeted questions to identify problems, provide prompt feedback, escalate issues, and advise on software usage. The position requires managing multiple open issues, resolving email requests, and acting as first-line support for integrations. You will also create knowledge base instructions and maintain positive client relationships.

Requirements

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. AnyDesk, TeamViewer)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science, or a relevant field

Responsibilities

• Enjoy helping users no matter what issues they experience
• Registration of all client requests in the task management service
• Ask customers targeted questions to quickly understand the root of the problem
• Provide prompt and accurate feedback to clients
• Properly escalate unresolved issues to the appropriate internal teams
• Providing advice to clients on using the software
• Prioritize and manage several open issues at one time
• Receiving and resolving requests via email
• Acting as the first line of support for various integrations
• Creating new instructions in the knowledge base
• Maintain jovial relationships with clients

Preferred Qualifications

Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus

Benefits

• Working with an international company
• Remote work option, ability to work from any location
• Flexible start of the working day
• Compensation for English classes
• Health insurance
• Work schedule is 2-2 or 5-2