Technical Support Specialist

2 weeks ago

Nenagh, County Tipperary, Ireland RedChair Recruitment Full time

**Job Title:** Technical Support Specialist - Customer Service Expert

 

RedChair Recruitment is seeking a highly motivated and customer-focused individual to join their team as a Level 1 Technical Support Specialist. As the first point of contact for customers seeking technical assistance, you will provide prompt and effective support while maintaining a positive and professional demeanor.

 

Key Responsibilities:

 

  • Customer Support:
    • Respond to customer inquiries and provide technical assistance via phone or email in a timely and professional manner.
    • Troubleshoot and resolve basic hardware and software issues for customers.
    • Walk customers through step-by-step solutions, guiding them to resolve technical problems.
  • Ticket Management:
    • Accurately document customer interactions and issue resolutions in the ticketing system.
    • Prioritize and escalate tickets as needed to ensure a timely resolution.
  • Knowledge Base Maintenance:
    • Contribute to the development and maintenance of the company's knowledge base by documenting common issues and solutions.
  • Collaboration:
    • Collaborate with Level 2 and Level 3 support teams to escalate and resolve complex technical issues.
    • Communicate effectively with other departments to ensure seamless customer support.

 

Qualifications:

 

  • Relevant technical certifications or coursework a plus.
  • Proven customer service experience, preferably in a technical support role.
  • Strong problem-solving skills and the ability to think critically under pressure.
  • Excellent communication skills, both verbal and written.
  • Basic understanding of computer hardware, software, and operating systems.
  • Familiarity with remote desktop tools and ticketing systems.

 

Attributes:

 

  • A customer-focused attitude with a genuine desire to assist others.
  • Patient and empathetic demeanor, especially when dealing with users facing technical challenges.
  • The ability to work independently and collaboratively in a team environment.
  • Strong organizational skills with attention to detail.

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