Technical Support Specialist - (IT Support Specialist)

Tech Support Specialist role 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).
• Escalate unresolved or complex issues to Tier 2/3 support, DevOps, or engineering teams.
• Perform account provisioning, access permissions, and system resets.
• Create and update internal support documentation and FAQs.
• Use monitoring tools (Datadog, Splunk, New Relic, or equivalent) to identify issues proactively.
• Partner with product, QA, and engineering teams to provide feedback on bugs or feature requests.
• Share customer insights to improve product functionality.