Job Description

Technical Support Specialist

We are seeking a proactive and detail-oriented Technical Support Specialist to provide high-quality technical assistance to team members and customers. The ideal candidate will troubleshoot system issues, support software and hardware functionality, and contribute to training and knowledge-sharing initiatives across the organization.

Schedule: Monday to Friday 08:30AM - 05:30PM EST/EDT

Responsibilities include, but are not limited to:

• Running reports to analyse common complaints and problems.
• Responding to queries via chat, email and other approved mediums.
• Following up with customers to ensure full resolution of issues.
• Installing or changing software to fix issues.
• Providing technical assistance for questions and problems.
• Requesting feedback and/or monitoring other methods of correspondence to improve training methods.
• Remotely accessing Team Members' hardware or software to make changes and fix problems.
• Training other Team Members on troubleshooting and diagnosing problems.
• Writing, editing, and revising training manuals for new and updated software and hardware
• Solving problems with networks and other computer systems.
• Diagnosing system errors and other issues.

Requirements:

Experience with:

• Okta AD
• MS Suite - Entra
• Workday Community
• Goto Connect
• Zendesk
• Salesforce
• Active campaign

Soft skills:

• Ability to troubleshoot and diagnose problems
• Writing and editing skills to aid in writing and updating manuals.
• Critical thinking
• Researching skills
• Capacity to work independently
• Good customer service skills
• Familiarity with both hardware and software
• Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience
• Attention to detail
• Problem-solving
• Strong computer skills

Work Shift:

8:30 AM - 5:30 PM [EST][EDT] (United States of America)

Languages:

English

Ready to dive in? Apply now and make sure to follow all the instructions!

Our application process involves multiple stages, and submitting your application is just the first step. Every candidate must successfully pass each stage to move forward in the process.

Please keep an eye on your email and WhatsApp for the next steps. A recruiter will be assigned to guide you through the application process. Be sure to check your spam folder as well.

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