Technical Support Specialist with ITIL Expertise
hace 3 días
We are seeking a highly skilled Technical Support Specialist to join our team at Auxis. As a key member of our Service Support Team, you will be responsible for providing exceptional customer service and technical support to our clients.
Responsibilities- Manage incident and request queues for Auxis clients, assigning tickets as necessary and ensuring prompt resolution of customer issues.
- Provide first-level contact and communication, conveying resolutions to customers and following up to ensure satisfaction.
- Properly escalate unresolved queries to the next level of support, utilizing excellent customer service skills to exceed customer expectations.
- Ensure proper recording, documentation, and closure of customer interactions.
- Identify opportunities for process improvements and recommend modifications or enhancements.
- Maintain knowledge of relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users.
- Proficiency in English and Spanish (oral and written) with a language proficiency of 85% or higher (B2+).
- 1-2 years of technical support experience, preferably with training on best practices or IT frameworks such as ITIL.
- Experience with Active Directory, Exchange, Office 365, VPN, network-shared printers, and drives.
- Ability to adjust schedule based on account needs.
- High School diploma required; degree in Computer Science or related field preferred.
- Excellent communication and interpersonal skills, with demonstrated experience in providing high levels of customer satisfaction in high-demand environments.
- Cisco CCNA Modules certification.
- Microsoft MTA certification.
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