Tech Support Specialist

We are seeking a highly skilled and dedicated Tech Support Specialist to join our team. As a Tech Support Specialist, you will be responsible for providing technical assistance and support to our customers. This includes troubleshooting software and hardware issues, resolving network connectivity problems, and guiding customers through the proper steps to resolve their technical issues. Your exceptional communication skills and strong problem-solving abilities will be key to ensuring customer satisfaction and maintaining a high level of service.

In this role, you will be in direct contact with customers via phone, email, or chat, ensuring that their technical issues are identified and resolved promptly. You will also be responsible for documenting and escalating complex issues to other team members when necessary. Additionally, you will have the opportunity to collaborate with other departments to improve products and services based on customer feedback.

Responsibilities

• Provide technical support and assistance to customers professionally and promptly.
• Diagnose and resolve software and hardware issues efficiently.
• Maintain detailed records of customer interactions and technical solutions in our CRM system.
• Escalate complex issues to the appropriate departments for further investigation.
• Troubleshoot network connectivity problems and provide solutions.
• Collaborate with team members to improve product knowledge and customer service skills.
• Adhere to company guidelines and protocols when handling confidential customer information.