
Technical Support Specialist Lead
2 days ago
We are seeking a skilled Technical Support Specialist Lead to join our team at the EWS Group.
In this role, you will provide expert-level assistance to customers, leveraging your product knowledge to troubleshoot and resolve complex technical issues.
Closing collaboration with cross-functional teams is essential to ensuring high customer satisfaction through timely and effective problem resolution.
Key Responsibilities:
- Manage Help Desk Tickets:
Efficiently manage and resolve help desk tickets, adhering to SLAs and providing timely communication with users on ticket progress and resolutions. - Product Troubleshooting:
Utilize product knowledge to troubleshoot, analyze, and resolve issues related to application functionality, performance, and availability. - Customer Communication:
Ensure timely communication with users regarding ticket progress and resolutions. - Knowledge Base Development:
Develop self-help guides and FAQs for customers and team members to assist with common issues and reduce future support requests.
Skills and Qualifications:
- Required:
Strong knowledge of website & CRM applications. - Desired:
Bachelor's degree in Computer Science or related field.
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