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
