Support Specialist

Support Specialist - Sunnyvale, CA

Provide technical support to client’s employees and contractors in person. Provide high level of customer service and professionalism in accordance with client’s policies, practices, and expectations. Diagnose and troubleshoot technical issues according to client’s expectations. Document issues, troubleshooting steps, and resolutions in ticketing system. Advocate for the customer. Own the issue and facilitate technical support from the initial contact to resolution.

Escalate unresolved complex issues to appropriate support teams.

Key Qualifications

Excellent customer service skills. Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose problems without scripted documentation. Excellent English-language oral and written communication skills. Excellent time management and multi-tasking skills. Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment. Ability to maintain composure and customer-service focus in stressful situations. Motivation and ability to work as part of a distributed team.

Conceptual understanding of IP networking and basic network troubleshooting skills. Conceptual understanding of multi-tiered and web-based information systems architecture. Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV. Experience troubleshooting macOS and iOS operating systems. Experience using an IT service management or CRM system for tracking technical support cases. Experience using a knowledge base system.

The performance is to be kept within KPIs as defined by client’s Support policies. This includes but is not limited to standards surrounding:
Punctuality and attendance; no more than 2 occurrences per month on average.