Technical Support Specialist
hace 1 semana
Job Title: Technical Support Analyst
Job Summary:
The Technical Support Analyst provides advanced technical support to end-users, partners, and distributors, resolving complex technical cases. This role requires strong technical knowledge and excellent communication skills to deliver high-quality support services.
Responsibilities:
- Resolve escalated technical cases, monitor progress, and ensure client satisfaction.
- Escalate complex cases to third-level support, following established procedures.
- Identify recurring issues and propose solutions or training to improve support efficiency.
- Develop technical content for e-learning platforms, respecting publication schedules.
- Participate in webinars, virtual classes, or events, providing technical expertise.
- Conduct technical testing on new product versions, documenting results and generating reports.
- Investigate advanced product features, documenting common troubleshooting situations and building test environments.
- Operate and maintain the Technical Support Laboratory, ensuring it remains up-to-date and functional.
- Document and update support processes, collaborating with the team to prepare articles for the Knowledge Base and other proactive support materials.
- Provide second-level support to home clients, escalating issues to the Regional Support Center as needed.
- Monitor Teamtech emails to identify common problems and propose solutions to improve local customer care.
Requirements:
- Intermediate to advanced university studies in Software Engineering, Computer Engineering, or related fields.
- At least 1 year of experience in similar positions, with advanced knowledge of the Windows platform.
- Correctly diagnose, troubleshoot, and document common software problems.
- Technical knowledge of Linux and/or Mac OS, programming skills, and networking administration.
- Excellent communication and teamwork skills, with a strong service-oriented attitude.
Additional Information:
This role requires a high level of confidentiality, as it involves access to ESET licenses data and customer security information.
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