Overview
Skills
Job Details
We are seeking a highly motivated and detail-oriented Technical Support Specialist to join our 24/7 shift team. In this role, you will be the first point of contact for clients, responding to and resolving their technical issues. You will utilize detailed documentation and knowledge base articles to troubleshoot and resolve problems independently. You will escalate complex issues to senior technical staff as needed, ensuring timely and appropriate communication. A commitment to thorough documentation is essential, including identifying gaps in existing documentation and contributing to the knowledge base. This position offers an excellent opportunity to learn from experienced technicians and advance your technical support career.
Responsibilities:
- Respond to client technical issues via phone, email, and other support channels.
- Utilize and adhere to detailed documentation and knowledge base articles for troubleshooting and issue resolution.
- Escalate complex issues to senior technical staff.
- Identify, document, and report missing or unclear documentation.
- Contribute to the creation and maintenance of knowledge base articles and documentation for new procedures.
- Communicate effectively with clients, both verbally and in writing, ensuring a positive customer experience.
Qualifications:
- 1+ years of experience with Google Suite applications.
- 1+ years of experience in technical writing or documentation.
- Familiarity with Slack, Confluence, Zoom.
- Exceptional attention to detail.
- Excellent written and verbal communication skills (in English).
- Ability to work independently and as part of a team in a 24/7 shift environment.