IT Support Specilaist

In this role, you will troubleshoot technical issues, guide customers through solutions, and collaborate with internal teams to ensure successful resolution of customer concerns. You thrive in a fast-paced support environment, communicate clearly, and use critical thinking skills to solve complex problems while creating a positive customer experience.

Role Specifics

• Work Location: Remote (US)
• Travel: Less than 5% (The percentage of travel is an estimation and could vary based on business needs).
• Reporting Structure: This role reports to the Team Lead, Customer Support.

What You Will Own

• Deliver exceptional customer support and technical issue resolution via phone, email, and chat
• Manage customer inquiries and escalations through successful resolution, including internal, external, and executive escalations
• Meet established performance objectives related to call quality, customer satisfaction, and case handling
• Utilize critical thinking and problem-solving skills to analyze issues and provide effective solutions
• Communicate proactively with customers by setting expectations and providing timely follow-up
• Partner cross-functionally with colleagues to resolve client issues efficiently and effectively
• Facilitate screen-sharing and remote troubleshooting sessions to assist customers with product-related concerns
• Support additional projects and responsibilities as needed based on business priorities.