Technical Support Specialist job description
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What does a Technical Support Specialist do?
The Technical Support Specialist is crucial in ensuring customer satisfaction by providing expert assistance with technical issues and inquiries. This role is vital in maintaining smooth operations by troubleshooting and resolving problems quickly and efficiently, enhancing the user experience with the company's products or services.
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What are the Key Responsibilities of Technical Support Specialist
- Respond promptly to customer inquiries via phone, email, or chat.
- Diagnose and troubleshoot technical issues with software and hardware.
- Track and document customer issues and resolutions in the ticketing system.
- Collaborate with internal teams to resolve complex problems.
- Provide guidance to customers on product usage and maintenance.
- Identify areas for improvement in support processes and documentation.
- Assist in the creation and maintenance of support knowledge base articles.
- Escalate unresolved issues to higher-level technical support teams when necessary.
What are the Skills and Requirements for a Technical Support Specialist?
- Strong problem-solving and analytical skills.
- Excellent written and verbal communication skills.
- Proficiency in customer service and technical troubleshooting.
- Ability to work independently and as part of a team.
- Familiarity with ticketing systems and remote support software.
- Good understanding of relevant software applications.
- Patience and empathy in dealing with customer problems.
What are the KPIs to track for Technical Support Specialist?
Technical Support Specialists are evaluated based on client satisfaction, first-call resolution rates, speed of response, and effective communication with clients to ensure an optimum service experience.
Customer Satisfaction
Achieving high ratings in customer feedback surveys.
Resolution Time
Reducing the average time taken to resolve issues.
First Call Resolution
Increasing the percentage of issues resolved on the first contact.
Reports to
Technical Support Manager
Collaborates with
Product Development Team, Customer Service Team
Leads
Junior Support Technicians
Are any specific tools or software required for the Technical Support Specialist role?
- Zendesk
- Jira
- Remote Desktop Solutions
- CRM Systems
- Knowledge Base Software
What is the qualification of Technical Support Specialist?
Associate's or Bachelor's degree in Computer Science or a related field, with 2-4 years of experience in technical support or a customer service environment.
