Technical Support Specialist
Job Description
Responsibilities
Respond to incoming technical support inquiries via phone, email, or chat in a timely and professional manner.
Provide first-level support for hardware, software, and network issues.
Diagnose and resolve basic technical issues, guiding customers through step-by-step solutions.
Document problem descriptions, troubleshooting steps, and resolutions in the ticketing system.
Identify complex issues that require higher-level support and escalate them to Technical Support Level 2 or appropriate teams.
Assist users in understanding and navigating software applications and systems.
Monitor system performance and user activity to proactively identify potential issues.
Conduct basic checks to ensure systems are operating effectively.
Perform periodic updates on the website, including date changes, content modifications, and basic maintenance tasks.
Ensure accuracy and consistency in website information without requiring coding, design, or advanced development skills.
Maintain and organize website update logs.
Conduct research on Microsoft 365 Suite applications, such as Power Automate, Planner, Bookings, OneNote, Teams integrations, etc.
Identify new features or tools within Microsoft 365 that could enhance productivity and streamline processes.
Compile findings in reports or video demos to share with the team, detailing potential uses and benefits.
Document all website updates and Microsoft 365 findings in an organized, accessible format.
Collaborate with team members to ensure a smooth workflow and knowledge sharing.
Qualifications and Requirements
Basic understanding of computer hardware, software applications, and networking concepts.
Clear and coherent in both verbal and written communication skills for effective customer interaction.
Ability to articulate technical information clearly and concisely to non-technical users.
Ability to maintain a positive attitude and professionalism, especially when dealing with challenging situations or irate customers.
Strong analytical skills with the ability to troubleshoot and resolve issues efficiently.
Ability to work collaboratively within a team environment while also managing individual tasks.
Organized and detail-oriented with excellent research and reporting skills.
Ability to manage minor website tasks independently without the need for full-time oversight.
Proficiency in Microsoft 365 applications, with a keen interest in exploring new tools and integrations.
Flexibility to work on tasks outside regular tech support responsibilities, particularly suited for off-hours.
Job Description
Responsibilities
Respond to incoming technical support inquiries via phone, email, or chat in a timely and professional manner.
Provide first-level support for hardware, software, and network issues.
Diagnose and resolve basic technical issues, guiding customers through step-by-step solutions.
Document problem descriptions, troubleshooting steps, and resolutions in the ticketing system.
Identify complex issues that require higher-level support and escalate them to Technical Support Level 2 or appropriate teams.
Assist users in understanding and navigating software applications and systems.
Monitor system performance and user activity to proactively identify potential issues.
Conduct basic checks to ensure systems are operating effectively.
Perform periodic updates on the website, including date changes, content modifications, and basic maintenance tasks.
Ensure accuracy and consistency in website information without requiring coding, design, or advanced development skills.
Maintain and organize website update logs.
Conduct research on Microsoft 365 Suite applications, such as Power Automate, Planner, Bookings, OneNote, Teams integrations, etc.
Identify new features or tools within Microsoft 365 that could enhance productivity and streamline processes.
Compile findings in reports or video demos to share with the team, detailing potential uses and benefits.
Document all website updates and Microsoft 365 findings in an organized, accessible format.
Collaborate with team members to ensure a smooth workflow and knowledge sharing.
Qualifications and Requirements
Basic understanding of computer hardware, software applications, and networking concepts.
Clear and coherent in both verbal and written communication skills for effective customer interaction.
Ability to articulate technical information clearly and concisely to non-technical users.
Ability to maintain a positive attitude and professionalism, especially when dealing with challenging situations or irate customers.
Strong analytical skills with the ability to troubleshoot and resolve issues efficiently.
Ability to work collaboratively within a team environment while also managing individual tasks.
Organized and detail-oriented with excellent research and reporting skills.
Ability to manage minor website tasks independently without the need for full-time oversight.
Proficiency in Microsoft 365 applications, with a keen interest in exploring new tools and integrations.
Flexibility to work on tasks outside regular tech support responsibilities, particularly suited for off-hours.