Technical Support Specialist
hace 1 mes
**About the Role**
At Tek Experts, we're seeking a skilled Technical Support Specialist to join our Critical Situation Management & Escalation Team (CMET). In this role, you will be responsible for providing world-class support to our premier enterprise customers, resolving high-severity issues in a timely and effective manner.
**Key Responsibilities**
- Provide regular updates to customers on case progress and resolution, ensuring a positive experience.
- Gauge the severity of incidents and use conflict resolution techniques as needed.
- Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
- Manage the incident lifecycle and document all cases, including queries, process steps, and resolutions.
- Mentor junior specialists as needed.
**Requirements**
- 2 years of experience in customer service, customer support, or technical support.
- Proficiency in English and Portuguese languages, with at least 85% or B2 level.
- Some higher-level education is preferred.
- Certifications relevant to the product are helpful.
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