- Serve as the single point of contact for technical support for internal and external customers across the enterprise
- Act as liaison between customers, Technology Services functional areas, management, support groups, and business units
- Provide technical support via phone, email, and chat
- Interpret customer needs and identify possible resolutions using software solutions, personal knowledge, and troubleshooting skills
- Remote control desktops to resolve technical issues
- Follow established procedures to handle inquiries and resolve concerns
- Handle customer communications using incident handling, escalation, quality measurement procedures, and work instructions
- Document and track customer contacts using software solutions and computer systems
- Monitor requests and own customer requests through end-to-end resolution
- Maintain technical working knowledge of supported products
- Perform other duties as assigned
Requirements
- High school diploma or equivalent
- Minimum 1 year of related work experience
- Technical support experience
- Troubleshooting skills
- Ability to communicate via phone, email, and chat
- Ability to use software solutions and computer systems
- Ability to monitor requests, communicate with customers, and deliver solutions with urgency
- Technical working knowledge of supported products
Core Competencies
Demonstrates strong technical support capabilities, including troubleshooting skills and effective communication via phone, email, and chat. Maintains a technical working knowledge of supported products while managing customer requests and delivering timely solutions.
Highest-signal resume keywords
- Technical Support Experience
- Troubleshooting Skills
- Customer Communication
- Software Solutions Proficiency
- Incident Handling
Hard Skills
- Troubleshooting Skills
- Technical Support Experience
- Technical Working Knowledge of Supported Products
Soft Skills
- Ability to Communicate via Phone, Email, and Chat
- Ability to Monitor Requests
Industry Keywords
- Customer Support
- Technical Support
- Incident Handling
- Quality Measurement Procedures
Tools & Technologies
- Remote Control Software
- Incident Tracking Software
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Support Specialist - Tech Arbeitgeber: Jobtailor
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