Junior Technical Support Specialist (225-68)

As a Junior Technical Support Specialist, you'll be the first point of contact for customers experiencing technical issues with our products or services. Your role is pivotal in ensuring customer satisfaction and loyalty by providing timely and effective solutions to technical queries. This position requires analytical skills and a natural problem-solving mindset, enabling you to diagnose and resolve issues through various communication channels including email, phone, and chat. Being a Junior Technical Support Specialist not only gives you the opportunity to develop your technical skills but also enhances your customer service abilities. You'll collaborate with different teams including development and QA to ensure comprehensive customer support, and you'll often engage in cross-departmental initiatives aimed at improving our services. With continuous learning opportunities, including training programs and workshops, you’ll be well-equipped to help drive product improvements and ensure customers derive maximum value from our offerings.

Responsibilities

• Provide first-line support for customer inquiries via email, phone, and chat.
• Diagnose technical issues and guide customers through step-by-step solutions.
• Log and track customer issues using our ticketing system to ensure timely resolution.
• Collaborate with senior staff to resolve more complex and technical issues.
• Escalate unresolved issues to the appropriate internal teams as required.
• Contribute to the creation and maintenance of technical documentation for customer use.
• Participate in regular training sessions to stay updated on new products and features.
• Assist in the testing of software updates and patches as necessary.
• Monitor the progress of customer queries and provide regular updates to clients.
• Offer customized solutions tailored to customer needs and product configurations.
• Engage in cross-team collaboration to improve customer support processes.
• Gather customer feedback and relay it to relevant internal departments for action.

Requirements

• Bachelor’s degree in Computer Science or a related field is preferred.
• Previous experience in a technical support role will be advantageous.
• Strong problem-solving skills and a logical approach to customer queries.
• Excellent communication skills, both written and verbal are required.
• Ability to multitask and manage multiple priorities in a fast-paced environment.
• Familiarity with ticketing systems and remote support software is beneficial.
• A passion for technology and high motivation to learn and improve.
• Open to continuous learning and adapting to new technologies and practices.
• Experience working within a team-oriented and collaborative environment.
• Customer-focused attitude with a dedication to providing excellent customer service.
• Basic understanding of networking, software installations, and troubleshooting.
• Available to work flexible hours including occasional weekends and holidays if needed.