As a skilled technical support specialist, you will be the primary point of contact for customers seeking assistance with basic technical issues. Your role will involve providing timely and effective solutions to resolve customer queries, ensuring high levels of satisfaction and loyalty.
Key Responsibilities:
* Respond promptly to customer inquiries via phone or email
* Employ advanced diagnostic techniques to identify root causes of technical issues
* Determine the most suitable resolution based on customer details and issue specifics
* Guide customers through the problem-solving process, ensuring they feel empowered and informed
* Escalate unresolved issues to senior support personnel when necessary
* Provide accurate product or service information to customers
* Maintain comprehensive logs of events and resolutions
* Follow-up with customers to ensure their issues have been fully resolved and provide ongoing support as needed
Essential Skills and Qualifications:
* Proven experience in help desk or equivalent customer-facing roles
* Technical expertise with Active Directory, ServiceNow, and Citrix
* Proficiency in multiple systems across Network, Telephony, Unified Communications, and Cloud
* Able to diagnose and resolve complex technical issues efficiently
* Fluency in English
* Excellent written and verbal communication skills
* Customer-focused, able to work autonomously and under pressure
Requirements:
* Active Directory management experience
* Knowledge of ITIL framework principles
* Ability to analyze complex technical data
* Proficiency in technical documentation creation