Job description
As a Technical Support Specialist at View, you will be the first point of contact for our clients seeking technical assistance. Your role will involve diagnosing and resolving technical issues, providing expert advice, and ensuring that our clients receive the best possible support experience. You will work closely with our development and engineering teams to troubleshoot and resolve complex technical problems.
Key Responsibilities:
- Respond to client inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve technical issues related to software, hardware, and network systems.
- Document and track customer issues using our ticketing system, ensuring all incidents are properly logged and resolved.
- Escalate unresolved issues to the appropriate internal teams and follow up to ensure timely resolution.
- Provide clients with step-by-step technical guidance and support.
- Conduct remote troubleshooting and diagnostic procedures.
- Maintain up-to-date knowledge of our products, services, and industry trends.
- Collaborate with cross-functional teams to identify and implement solutions to recurring technical issues.
- Contribute to the creation and maintenance of technical documentation, FAQs, and knowledge base articles.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 3+ years of experience in a technical support role or similar position.
- Strong knowledge of computer systems, software, and network configurations.
- Proficiency in troubleshooting and resolving technical issues across various platforms.
- Excellent verbal and written communication skills.
- Strong customer service skills with a patient and friendly attitude.
- Ability to work independently and as part of a team in a fast-paced environment.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira, ServiceNow).
Preferred Qualifications:
- Industry certifications such as CompTIA A+, Network+, or similar.
- Experience with specific technologies relevant to our products (e.g., cloud services, cybersecurity, SaaS applications).
- Familiarity with scripting languages and automation tools.
- Multilingual skills are a plus.
What We Offer:
- Competitive salary and benefits package.
- Flexible work environment, including remote work options.
- Opportunities for professional development and career growth.
- A supportive and collaborative team culture.
