FAQs
What is the primary role of a Technology Support Specialist?
The primary role of a Technology Support Specialist is to provide first-level technical support to clients, including answering phone calls, emails, and chat messages related to technical issues.
What type of support does the Technical Help Desk Support (L1) provide?
The Technical Help Desk Support (L1) provides inbound support for technical problems, focusing on First Contact Resolution (FCR) for software and hardware issues.
Is experience in voice and email support required for this position?
Yes, experience in both voice and email support, specifically for US-based clients, is required.
What are the essential skills needed for this job?
Essential skills include strong customer service and handling skills, excellent written and verbal communication, proficiency in Microsoft Office Suite, and knowledge of ITIL Framework.
What ticketing tool should candidates be familiar with?
Candidates should be familiar with the ServiceNow Ticketing tool.
How should customer interactions be documented?
All customer interactions should be documented in the ticketing system for tracking and reference.
What kind of technical issues will the specialist help with?
The specialist will troubleshoot common software and hardware problems and provide remote assistance as needed.
Are teamwork and independent work skills important for this position?
Yes, the ability to work both independently and as part of a team is important for success in this role.
What is expected regarding staying up to date on technical developments?
It is expected that the Technology Support Specialist stays up to date on the latest technical developments to provide effective support to clients.
What is the minimum experience required for candidates applying for this role?
Candidates are expected to have a minimum of 3 years of experience in customer and technical support.