A Support Specialist provides technical assistance and customer support to help users resolve issues with products or services, ensuring smooth operations and enhancing user satisfaction. This role is crucial for maintaining customer loyalty, reducing churn, and gathering valuable feedback to drive product improvements.
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What is a Support Specialist?
A Support Specialist is a professional who assists customers or internal users with technical problems, product inquiries, and service-related issues. They serve as the primary point of contact for troubleshooting, offering solutions, and ensuring a positive user experience. Support Specialists work across various channels, such as phone, email, chat, or in-person, and are essential in bridging the gap between users and the company's products or services.
What does a Support Specialist do?
Support Specialists respond to customer inquiries, diagnose technical issues, and guide users through step-by-step solutions. They document problems and resolutions in tracking systems, escalate complex cases to higher-level support or engineering teams, and follow up to ensure issues are fully resolved. Additionally, they create and update knowledge base articles, train users on product features, and provide feedback to product development teams to improve usability and functionality.
Job Overview
The Support Specialist is responsible for providing exceptional technical assistance and customer support to end-users, ensuring smooth operation of systems and software. This role serves as the first point of contact for troubleshooting hardware, software, and network issues while maintaining high customer satisfaction standards in a fast-paced US-based environment.
Support Specialist responsibilities include:
1. Provide Tier 1 technical support via phone, email, and chat for US-based customers
2. Troubleshoot and resolve hardware, software, and network issues
3. Document and track support tickets using CRM systems like Salesforce or Zendesk
4. Escalate complex issues to appropriate technical teams
5. Maintain SLAs and ensure timely resolution of customer inquiries
6. Create and update knowledge base articles and support documentation
7. Conduct remote desktop sessions using tools like TeamViewer or Remote Desktop
8. Assist with user account management and access permissions
9. Provide basic training to end-users on software applications
10. Monitor system alerts and perform initial diagnostic procedures
1. 2+ years of technical support experience in US market
2. Proficiency in Windows and macOS operating systems
3. Strong knowledge of Microsoft Office 365 suite
4. Experience with remote support tools and ticketing systems
5. Excellent verbal and written communication skills
6. Ability to troubleshoot hardware peripherals and mobile devices
7. High school diploma or equivalent required
8. Availability to work flexible shifts, including weekends
9. Basic understanding of network protocols (TCP/IP, DNS, DHCP)
10. Customer-focused mindset with problem-solving abilities
Preferred Qualifications
1. Associate's or Bachelor's degree in IT-related field
2. CompTIA A+ or similar technical certification
3. Experience with SaaS application support
4. Bilingual abilities (Spanish/English)
5. Previous experience in help desk environment
6. Knowledge of Active Directory and user management
7. Familiarity with cloud-based collaboration tools
8. Experience supporting VoIP systems and unified communications
9. Understanding of ITIL framework principles
10. Background in supporting healthcare or financial services industries
Bonus Skills
1. PowerShell or Bash scripting experience
2. Basic SQL query knowledge
3. Experience with endpoint management tools (Intune, Jamf)
4. Cybersecurity awareness training completion
5. IT service management certification (ITSM)
6. Experience with automated support systems
7. Knowledge of regulatory compliance (HIPAA, PCI-DSS)
8. Previous remote work experience with distributed teams
9. CRM administration experience
10. Multilingual capabilities beyond Spanish
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