Master Technical Solutions Specialist
1 semana atrás
The primary objective of this role is to provide expert technical assistance to customers and internal users, ensuring a seamless user experience. This involves resolving technical issues in the application hosting environment, coordinating with internal teams, and delivering exceptional support.
Key Responsibilities:- Handle a high volume of support calls and monitor, triage, and troubleshoot incoming requests through ticket queues
- Provide technical phone support for users of the Workplace product and accurately log all interactions in the ticketing system
- Navigate technical documentation to follow appropriate troubleshooting steps for reported issues
- Monitor ticket queues to ensure SLA compliance and escalate when necessary
- Maintain clear and consistent documentation of incidents and resolution notes using Zendesk
- Deliver remote desktop support to both client and internal users
- Proactively identify emerging issues and act quickly to mitigate impact
- Notify management of trending technical problems and contribute ideas for process improvements
- Build effective cross-functional relationships to support escalation paths and end-user success
- 2+ years of experience providing application and desktop support in a fast-paced environment
- C1 level English or equivalent proficiency
- Advanced troubleshooting skills for Windows 10/11, Mac OS, and the Microsoft Office suite (Outlook, Excel, Word, PowerPoint, Teams)
- Proficiency with Microsoft native tools and utilities for resolving system issues
- Familiarity with mail flow, routing, and connectivity concepts in Microsoft Exchange and Office 365
- Experience with ticketing platforms such as Zendesk
- Ability to analyze, prioritize, and respond to support issues using sound judgment and technical reasoning
- Customer-first mindset with excellent multitasking and communication skills
- Willingness to learn new tools and technologies in a fast-evolving environment
- Cloud computing knowledge and general system administration experience
- Strong interpersonal skills with the ability to collaborate within a team and across departments
- Adaptability to shifting priorities and changing customer needs
- Full-time employment with flexible work arrangements
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
- Recognition and reward for outstanding performance
This is an excellent opportunity for a motivated and skilled technical support specialist to join our team and make a meaningful contribution to our customers' success.
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