Technical Support Specialist
About the Role
The Technical Support Specialist will serve as a primary point of contact for users seeking assistance with the client's software solutions. This role combines technical troubleshooting, customer service, and problem-solving.
The specialist will provide support through multiple channels, including phone, chat, web, and email. They will independently manage their case backlog, assess and troubleshoot reported issues, and work toward timely resolution while maintaining a high level of customer satisfaction.
Key Responsibilities
- Provide technical support to customers through phone, chat, web, and email, ensuring timely and accurate responses.
- Manage and maintain a case backlog within a service management system, including detailed documentation and follow-up.
- Work toward First Contact Resolution (FCR) by effectively assessing and troubleshooting customer issues.
- Triage reported incidents based on severity and urgency.
- Research reported issues using available tools to determine whether they are known issues or potential defects.
- Troubleshoot technical problems by analyzing reported issues, reproducing issues when possible, and documenting findings and resolution steps.
- Collaborate with product and engineering teams when additional investigation or escalation is required.
- Contribute to the internal knowledge base to support customer self-service and team training.
- Provide technical guidance and user training when needed.
- Participate in ongoing training to stay current with internal systems, tools, and proprietary technologies.
Required & Preferred Qualifications
- Bachelor's degree or equivalent professional experience preferred.
- 5+ years of experience in a technical support or help desk role supporting SaaS products required.
- Experience working with a service management or ticketing system such as HubSpot, Zendesk, Salesforce Service Cloud, ServiceNow, or a similar platform required.
- Strong written and verbal communication skills.
- Strong technical aptitude with the ability to analyze complex issues and problem statements.
- Experience documenting, triaging, troubleshooting, and resolving technical support cases.
- Excellent organizational, time management, and prioritization skills.
- Ability to manage multiple competing priorities effectively.
- Ability to collaborate effectively within a team environment.
- Ability to learn new technologies, systems, and concepts quickly.
- Microsoft SQL database knowledge preferred.
- Experience supporting public sector or government clients preferred.