Remote Technical Support Specialist

Summary

Join our team as a Technical Support Specialist, where you'll provide top-notch service to customers worldwide, resolving system issues, managing tickets, and collaborating with internal teams. As a key member of our support team, you'll be responsible for ensuring customer satisfaction, meeting KPIs, and contributing to the growth and development of our organization.

Requirements

• Fluent in English language both written and oral
• Candidates must be eligible to work and live in the country of employment

Responsibilities

• Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times
• Own and track tickets within SLAs
• Identify, resolve or manage the resolution of system issues
• Take calls and service ticket requests on a ticket system
• Supports internal clients with system admin tasks and product knowledge expert advice
• Seek more information, by asking the right questions to collect information to resolve the issue or escalate to a specialist
• Communicate to Level 1, 2, 3 teams keeping clients and management informed
• Manage escalation to 2nd Line
• Updating and managing Knowledgebase
• Familiar working with automated system monitoring and applications across large networks

Preferred Qualifications

Additional languages will be beneficial

Benefits

May be required on occasion to work outside standard working hours