Customer Support Specialist

2 days ago

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Procurement Partners

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Procurement Automation • Invoice Processing • Approval Automation • Transaction Processing • Accounts Payable Automation

51 - 200

💰 Private Equity Round on 2020-12

Description

• Provide advanced technical support to end-users via phone, email, and chat, resolving issues escalated from Tier 1 support. • Diagnose and troubleshoot complex technical issues related to software, hardware, and network connectivity. • Collaborate with Tier 1 support to ensure seamless escalation and resolution of customer issues. • Document all support interactions and solutions in the help desk ticketing system. • Develop and update technical documentation, knowledge base articles, and support guides. • Conduct root cause analysis and identify recurring issues to suggest improvements and preventive measures. • Assist with the deployment, configuration, and maintenance of software and hardware systems. • Provide training and guidance to Tier 1 support representatives to enhance their technical skills and knowledge. • Participate in testing and evaluation of new software, hardware, and technology solutions. • Follow established procedures and guidelines for incident resolution and escalation. • Maintain up-to-date knowledge of company products, services, and support policies. • Ensure high levels of customer satisfaction and a positive user experience.

Requirements

• Associate degree in Information Technology, Computer Science, or a related field; or equivalent technical certifications and experience. • Previous experience in a technical support role, preferably at a Tier 2 or higher level. • Strong technical knowledge of operating systems (Windows, macOS, Linux), networking, and common software applications. • Excellent verbal and written communication skills. • Strong problem-solving skills and the ability to think critically and analytically. • Ability to work independently and as part of a team. • Proficiency in using help desk ticketing systems, remote support tools, and diagnostic software. • Familiarity with troubleshooting hardware components and peripherals.