Technical Support Specialist

The Technical Support Specialist serves as the first point of contact for customers seeking technical assistance. This role is responsible for providing prompt, efficient, and professional technical support while maintaining a high level of customer satisfaction.

The specialist diagnoses hardware and software issues, assists with system configuration, guides users through troubleshooting steps, documents support activities, and escalates tickets as needed in accordance with departmental procedures. The position requires maintaining system functionality, meeting client Service Level Agreements (SLAs), and adhering to company policies and service standards. Some on-site training is required.

• Provide exceptional customer service to internal and external customers, meeting or exceeding departmental standards.
• Maintain clear, professional, and consistent communication with users to understand their technical concerns.
• Follow up with users to confirm issues have been resolved and systems are functioning correctly.
• Maintain a customer-focused approach throughout the support process.

• Respond promptly to technical inquiries received through the phone queue and email.
• Diagnose and troubleshoot hardware, software, system configuration, and user-access issues.
• Identify the scope of technical issues while respecting customer IT policies, contractual agreements, and engagement boundaries.
• Guide users through step-by-step troubleshooting and resolution procedures.
• Escalate unresolved or complex issues to the appropriate internal teams in accordance with departmental protocols.
• Prioritize phone-based support and work toward first-contact resolution whenever possible.

• Manage and maintain Freshdesk tickets in accordance with departmental policies and procedures.
• Answer incoming support calls within three rings.
• Accurately document the reason for each call, the expected result, the actual result, troubleshooting steps, and relevant ticket examples or references.
• Maintain complete and accurate ticket records, including status updates, resolution details, and escalation notes.
• Monitor ticket progress and follow up as needed to support timely resolution.
• Collaborate with internal teams to meet established SLAs, Statements of Work (SOWs), and company service standards.

• Maintain accurate records of support requests, troubleshooting activities, and resolutions.
• Create, update, and maintain technical documentation, knowledge base (KB) articles, and user guides.
• Document recurring issues and recommend improvements to troubleshooting procedures.
• Ensure support documentation is clear, accurate, and useful for future reference.
• Follow departmental reporting requirements and documentation standards.

• Follow established departmental procedures, customer IT policies, and escalation protocols.
• Participate in required on-site training and ongoing technical training.
• Maintain awareness of support processes, service expectations, and applicable technical standards.
• Work collaboratively with colleagues and other departments to improve service delivery and customer satisfaction.

The Technical Support Specialist is expected to:

• Answer incoming calls within three rings.
• Provide prompt, professional, and accurate technical assistance.
• Prioritize phone-based support and resolve issues at first contact whenever possible.
• Maintain complete and accurate Freshdesk tickets.
• Meet established response and resolution SLAs.
• Escalate issues appropriately and communicate progress to users.
• Maintain current and accessible technical documentation.
• Consistently meet customer service and departmental quality standards.

Some on-site training is required to ensure familiarity with company systems, support procedures, ticket management processes, customer service expectations, and escalation protocols.

To deliver reliable, timely, and customer-focused technical support by resolving technical issues efficiently, maintaining accurate documentation, following established procedures, and contributing to the achievement of departmental service goals.

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field preferred.
• Equivalent education, technical certifications, or…