Job Summary: We are seeking a highly motivated and customer-focused individual to join our team as a Level 1 Technical Support Specialist. In this role, you will be the first point of contact for our customers seeking technical assistance over the phone, email, or chat. You will diagnose and troubleshoot software and hardware problems and help guide users through step-by-step solutions. The ideal candidate will have excellent communication skills, a passion for technology, and a desire to provide exceptional customer service.
Responsibilities:
1. Provide first-level contact and convey resolutions to customer issues.
2. Assist customers with software and hardware problems via phone, email, or chat.
3. Walk customers through the problem-solving process, step-by-step.
4. Install, modify, and repair computer hardware and software.
5. Identify and escalate priority issues per client specifications.
6. Redirect problems to appropriate resource or escalate to higher-level support when necessary.
7. Follow up with customers to ensure their technical issues are resolved.
8. Document technical knowledge in the form of notes and manuals.
9. Maintain a high level of customer satisfaction through timely and effective resolution of issues.
10. Stay current with system information, changes, and updates.
Requirements:
1. High school diploma or equivalent; degree in Information Technology, Computer Science, or relevant field is a plus.
2. Proven experience as a Technical Support Specialist or similar role.
3. Basic understanding of computer systems, mobile devices, and other tech products.
4. Ability to diagnose and resolve basic technical issues.
5. Excellent communication skills, both written and verbal.
6. Customer-oriented and patient attitude.
7. Strong problem-solving skills.
8. Ability to work well in a team environment.
9. Familiarity with remote desktop applications and help desk software.
10. Flexibility to work various shifts, including evenings and weekends, as needed.
Preferred Qualifications:
1. Certifications such as CompTIA A+, Network+, or similar.
2. Experience with ticketing systems like JIRA, Zendesk or Freshdesk.
3. Knowledge of basic networking concepts.
4. Experience in a customer service role.
Note: This job description is not exhaustive and may be revised to include any other tasks deemed necessary for the successful operation of the company
