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Technical Support Specialist I

hace 2 meses

Buenos Aires, Argentina Techunting A tiempo completo

About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at Techunting. As a Technical Support Specialist, you will be the first point of contact for our customers and internal users, providing exceptional technical support and building strong relationships with our clients.

Key Responsibilities

  • Handle high-volume calls and monitor, triage, and troubleshoot incoming requests via ticket queues.
  • Provide technical phone support to our customers and internal users, utilizing the Workplace product and logging calls via our ticketing system.
  • Navigate through technical documentation to determine troubleshooting steps for specific issues.
  • Monitor the ticket queue to ensure that all contractual SLAs are satisfied.
  • Maintain detailed and consistent documentation of incident or event notes in Zendesk.
  • Provide remote desktop support to clients and internal end-users.
  • Identify potential issues in real-time and proactively.
  • Inform management of trending issues and identify opportunities for process improvement.
  • Develop strong cross-functional relationships to leverage next-level support and ensure end-user success using Venn's technology products.
  • Maintain a professional and upbeat atmosphere with customers and colleagues.

Requirements

  • B.S./B.A. or A.S./A.A. in Computer Science, Information Technology, or related field preferred.
  • Combination of certifications and equivalent practical technical experience also accepted.
  • 2+ years of related technical experience providing application and desktop support in a fast-paced environment.
  • Expert knowledge in troubleshooting performance and connectivity problems with Windows 10/11 desktops, Mac, and MS Office suite of products.
  • Comfortable using Microsoft native tools and utilities in troubleshooting various issues.
  • Familiarity with mail flow concepts in MS Exchange or Office 365 environments.
  • Proven record using analytical skills and other resources during troubleshooting.
  • Experience with Zendesk or other ticketing services required.
  • Ability to adapt quickly to changing priorities and make quick decisions with available information.
  • Strong customer service and multitasking skills.
  • Ability to troubleshoot and think 'outside the box'.
  • Knowledge of LAN/WAN and mobile computing environments.
  • Strong written and verbal communication skills.
  • Excellent interpersonal skills and communication skills to work as a productive member of the Tier 1 Team.
  • Ability to prioritize and organize effectively.
  • Ability to work both independently and with others.
  • Ability to work in a fast-paced and sometimes stressful environment performing multiple tasks at one time.
  • Knowledge of Cloud computing and Citrix environments.
  • Experience troubleshooting financial and accounting applications from Intuit, Thomson Reuters, Wolter Kluwer and others.
  • Experience providing support for a managed service provider.
  • A desire to learn new technologies, methodologies, solutions, and understand the business needs of our customers.
  • Adaptability to our overall vision, goals and dynamic culture and environment.