Technical Support Specialist

The Tech Support Specialist role involves providing timely and effective technical assistance to customers and internal users, troubleshooting hardware, software, or SaaS issues, and escalating complex cases to higher-tier teams.

Requirements

• Respond to support tickets, calls, and chats through platforms like Zendesk, Freshdesk, Jira Service Desk, or ServiceNow.
• Diagnose and resolve Level 1/Level 2 technical issues (password resets, connectivity issues, app errors).
• Provide step-by-step guidance to customers in non-technical language.
• Escalate unresolved or complex issues to Tier 2/3 support, DevOps, or engineering teams.
• Document troubleshooting steps before handoff to minimize duplication of work.
• Perform account provisioning, access permissions, and system resets.
• Support onboarding/offboarding processes for internal users.
• Create and update internal support documentation and FAQs.
• Document recurring issues and solutions to improve resolution speed.
• Use monitoring tools (Datadog, Splunk, New Relic, or equivalent) to identify issues proactively.
• Report trends and recurring problems to leadership for root cause analysis.
• Partner with product, QA, and engineering teams to provide feedback on bugs or feature requests.
• Share customer insights to improve product functionality.