
High-Performance Support Specialist
1 dia atrás
Unlock your full potential as a skilled technical support specialist in our global team. We offer cutting-edge technology solutions that drive change and deliver successful results.
Our ideal candidate is an expert with strong analytical skills, able to resolve complex problems efficiently and effectively. They are passionate about delivering exceptional customer experiences and thrive in a fast-paced environment.
The role involves:
- Providing top-tier telephone support to customers worldwide.
- Responding promptly to and resolving software, hardware, and network-related issues.
- Managing requests through the call system and escalating when necessary.
- Utilizing remote tools to troubleshoot and resolve issues remotely.
- Ensuring high first contact resolution rates.
- Documenting calls and cases accurately for future reference.
- Keeping customers informed of resolution steps and follow-up.
- Providing reference and request numbers for issues.
- Entering troubleshooting and resolution steps into tickets.
- Managing a high-volume ticket queue on a FIFO basis, with regular customer follow-ups.
- Escalating tickets as needed for on-site support.
- Meeting or exceeding daily ticket resolution targets.
- Maintaining accurate data and contributing to process improvements.
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