As a Tier 1 Support Specialist, you will serve as the rst point of contact for our customers, providing initial technical assistance and solutions to address their inquiries and issues. This entry-level role requires strong communication skills, technical knowledge, and a customer-centric approach to ensure timely and eective support, contributing to a positive customer experience and overall user satisfaction.

Key Responsibilities:

● Customer Interaction: ○ Serve as the rst point of contact for customers seeking technical assistance via phone, email, or chat.

○ Deliver friendly, professional, and empathetic support, maintaining a positive customer experience

● Issue Resolution:

○ Actively listen to customer inquiries, gather relevant information, and provide accurate and appropriate solutions.

○ Diagnose and resolve basic technical issues using product expertise and available resources.

○ Escalate complex or unresolved issues to Tier 2 Support, tracking them through to resolution

● Documentation & Communication:

○ Document customer interactions, including issues, solutions, and relevant details, in the support ticketing system.

○ Clearly explain technical solutions to customers, adjusting communication style to suit their technical prociency.

○ Keep customers informed about the status of their inquiries, expected resolutions, and follow-up actions..

Requirements:

● Educational Background:

○ Bachelor’s Degree in Information Technology, Information Systems, Computer Science, or a related eld.

● Experience: ○ 2+ years of experience in a technical support role or similar customerfacing position.

● Technical Skills: ○ Good understanding of networking concepts, computer hardware, operating systems, and software applications.

○ Familiarity with help desk software, ticketing systems, or CRM tools is benecial.

● Soft Skills: ○ Strong customer service skills with a passion for assisting customers with technical inquiries.