Technical Support Specialist
hace 6 horas
We are seeking a skilled Technical Support Specialist to join our Encore Theme team. As a key member of our service desk, you will be responsible for providing top-notch support to our clients.
Key Responsibilities- Client Interaction: Handle client queries and issues in a professional and courteous manner.
- Ticket Management: Accurately log and manage service desk tickets using the defined tracking software.
- Resolution and Escalation: Resolve client issues efficiently and escalate complex problems to senior teams as needed.
- MIS and Log Management: Record events, problems, and their resolutions in logs, and follow up with customers to ensure they are satisfied.
- Process Excellence: Ability to adhere to service desk standards and norms to produce consistent results.
- Domain Knowledge: Familiarity with process or domain managed.
- Behavioral Competencies: Effective communication, detail-oriented, change agility, client-centricity, execution excellence, and passion for results.
- Service Desk Delivery: Adherence to TAT, SLA as per SoW, minimal escalation, and customer experience.
- Personal: Attendance, documentation, etc.
This is an exciting opportunity for a skilled technical support specialist to join our dynamic team at Encore Theme.
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