Technical Support Specialist
5 days ago
About the Role
We are seeking a skilled Technical Support Specialist to join our team. As a key member of our client support team, you will play a crucial role in delivering exceptional technical support and resolving client issues efficiently.
The ideal candidate will have a solid understanding of process knowledge, tools, and systems. You will be responsible for managing transactions, fielding help requests, documenting end-user information, and maintaining internal knowledge bases.
Key Responsibilities
- Provide timely and effective technical support to clients via telephone and/or emails
- Resolve client queries as per Service Level Agreements (SLAs) defined in contracts
- Document all pertinent end-user identification information and update own availability in the RAVE system
- Maintain internal knowledge bases, resources, and frequently asked questions to aid in problem resolution
- Analyze call logs to identify trends and prevent future problems
Required Skills and Qualifications
- Process Knowledge – Foundation to Competent level
- Collaborative working, problem-solving, and decision-making skills
- Excellent communication and execution excellence
- Absorb and apply product details to facilitate better client interaction
What We Offer
We offer a competitive salary range of $55,000 - $75,000 per annum, depending on experience, and a comprehensive benefits package. If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply.
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