Technical Support Specialist

TECHNICAL SUPPORT SPECIALIST

JOB SUMMARY

The Technical Support Specialist provides technical assistance to customers and users, troubleshoots product and system issues, and ensures timely resolution of technical problems.

KEY RESPONSIBILITIES

1. Technical Support

• Respond to technical inquiries through phone, email, chat, and support platforms.
• Diagnose and resolve hardware, software, and product-related issues.

2. Troubleshooting

• Investigate technical problems and provide clear solutions.
• Escalate complex issues to engineering or IT teams when required.

3. Customer Assistance

• Guide customers through technical processes and product features.
• Follow up on unresolved issues to ensure proper resolution.

4. Documentation

• Record technical issues, solutions, and customer interactions accurately.
• Maintain and update support documentation and knowledge-base resources.

KEY PERFORMANCE INDICATORS (KPIs)

• Technical issue resolution time.
• First-contact resolution rate.
• Customer satisfaction.
• Support ticket accuracy and completion.
• Successful escalation and follow-up.

QUALIFICATIONS

• Diploma or Bachelor’s degree in IT, Computer Science, or related field.
• 1–3 years of technical support or customer service experience.
• Knowledge of hardware, software, networking, and troubleshooting.
• Strong communication and problem-solving skills.

ROLE EXPECTATIONS

• Provide responsive and professional technical support.
• Resolve issues accurately and efficiently.
• Communicate technical information clearly to customers.
• Escalate complex issues appropriately and maintain proper follow-up.