Technical Support Specialist

📋 Description

• Provide multi-channel frontline support (phone, email, chat): triage, basic troubleshooting
• Maintain queue adherence and call handling excellence, using the correct statuses and follow-up
• Deliver support across a broad number of technical issues
• Execute remote device actions (e.g., remote reboot) and device health checks where available to
• Engage escalation pathways appropriately: recognize P1/P2 workflows, and communicate clear
• Meet priority & SLA expectations for first response and update cadence; proactively communicate

🎯 Requirements

• Demonstrated cross-domain proficiency and comfort using case tracking systems to classify and
• Hands-on ability with resolving complex technical issues reported by the customers
• Efficiently handle urgent customer concerns by exhibiting full ownership and accountability
• Strong systems fluency: Genesys/Amazon Connect (voice), Salesforce (cases); consistent SLA
• High standards for customer communication: clear, empathetic, professional tone across phone
• Collaborative mindset to partner with cross-functional teams to resolve customer queries