
Technical Support Professional
6 hours ago
Job Description:
The role of the Network Support Specialist is a challenging and rewarding position that requires excellent technical skills, strong analytical abilities, and exceptional communication skills. As a key member of our team, you will be responsible for delivering top-notch technical support and training to our customers, troubleshooting various technical issues, and ensuring high levels of customer satisfaction.
Key Responsibilities:
- Provide technical support via phone, email, and chat for troubleshooting issues related to software, networking, and applications.
- Document, track, and monitor service requests using ticketing systems to ensure timely resolutions.
- Collaborate with internal teams to discuss and find solutions to problems, while applying strong analytical, communication, and problem-solving skills.
- Identify and report software bugs, researching solutions and submitting change requests to the development team for testing and resolution.
- Analyze system databases to identify inconsistencies or data damage, executing corrections to maintain customer data integrity.
- Champion the prioritization of customer-reported issues within the team, ensuring proper resolution and timely updates for customers and management.
- Stay committed to learning new product features and functionality, participating in training webinars or recorded sessions.
- Contribute to creating and updating Knowledge Base articles based on customer feedback and usage.
- Troubleshoot and resolve issues related to local area networks (LANs), wide area networks (WANs), and Internet systems.
Required Skills and Qualifications:
To succeed in this role, you should possess the following qualifications:
- A minimum of 4+ years of technical support experience, preferably supporting or deploying applications/products.
- A degree in a technical field or equivalent experience. Alternatively, 5+ years of technical support experience in a related field.
- Industry-specific certifications such as Sonicwall, Cisco, Microsoft, CompTIA, or equivalent are highly preferred.
- Proficiency in LAN/WAN networking and telecommunications.
- Experience or knowledge of client/server and web/mobile applications.
- Linux experience is a plus.
- Strong technical aptitude, with expertise in software and operating system troubleshooting methodologies.
- Excellent written and verbal communication skills, with a customer-centric focus.
- Able to apply strong analytical and critical thinking skills to identify, resolve, and document customer-reported issues.
- A proven track record of providing superior customer service, issue resolution, and follow-up.
- A neutral to American accent is favorable for clear communication with international clients.
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