Technical Support Specialist

As a Technical Support Specialist at Tek Spikes, you will be the frontline support for our clients, helping them troubleshoot and resolve technical issues related to our products and services. Your role will involve providing exceptional customer service, diagnosing problems efficiently, and escalating issues when necessary. With a strong technical background and excellent communication skills, you will ensure our clients have a smooth experience while using our software solutions.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, email, and chat, providing high-quality technical support.
• Diagnose and troubleshoot software and hardware issues, providing effective resolutions in a timely manner.
• Document and track customer interactions, technical issues, and resolution outcomes in the support ticketing system.
• Provide training and guidance to users on product features and best practices.
• Collaborate with cross-functional teams to escalate complex issues and ensure timely resolution.
• Maintain up-to-date knowledge of software updates, features, and best practices to enhance support delivery.
• Participate in continuous improvement initiatives to enhance the support process and customer satisfaction.

Qualifications:

- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

- 2+ years of experience in technical support or a similar role, preferably in a software environment.

- Strong understanding of computer systems, software applications, and networking concepts.

- Excellent troubleshooting skills and experience with ticketing systems.

- Outstanding verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

- Ability to work independently, prioritize tasks, and manage time effectively.

- Customer-oriented mindset with a passion for providing outstanding service.

Preferred Skills:

- Experience with CRM software, help desk software, and remote support tools.

- Familiarity with programming languages (e.g., Java, Python) and database management (e.g., SQL).