Technical Support Specialist
3 days ago
Job Overview:
We are seeking a highly skilled Technical Support Specialist to join our team at Yo-loco. As a key member of our support team, you will be responsible for providing top-tier assistance to customers by troubleshooting technical issues, resolving inquiries, and ensuring customer satisfaction.
Key Responsibilities:
- Client Support & Issue Resolution:
- Serve as the first point of contact for clients regarding product-related issues.
- Provide timely and professional support via phone, email, chat, or ticketing systems.
- Diagnose and troubleshoot software, hardware, and network-related problems.
- Document and track customer interactions, issues, and resolutions in the CRM system.
- Identify, analyse, and resolve technical issues related to software, applications, and system configurations.
- Guide clients through troubleshooting steps, ensuring clear and effective communication.
- Escalate complex issues to the appropriate development or IT teams while maintaining customer engagement.
- Develop a deep understanding of the company's products, services, and features.
- Assist clients with software installations, updates, and configurations.
- Provide user training and onboarding sessions to ensure clients maximize product benefits.
- Monitor system performance, uptime, and error logs to identify potential issues.
- Work closely with IT and development teams to report bugs, errors, and system improvements.
- Assist with routine software updates and patches to enhance product stability.
- Ensure a high level of customer satisfaction by providing excellent service.
- Gather customer feedback and report common issues or trends to the product team.
- Maintain positive relationships with clients, ensuring retention and loyalty.
Requirements & Qualifications:
- Education:
- Diploma/Degree in Information Technology, Computer Science, or relevant experience.
- Minimum 2+ years of experience in client support, technical support, or IT helpdesk.
- Experience working with ticketing systems, CRM software, or customer support platforms.
- Strong understanding of Windows, macOS, and mobile operating systems.
- Basic knowledge of networking, troubleshooting, and software configurations.
- Familiarity with SQL databases, APIs, and cloud-based applications is a plus.
- Experience with remote support tools (TeamViewer, AnyDesk, etc.).
- Excellent communication and interpersonal skills to engage with clients effectively.
- Ability to work under pressure and prioritize multiple tasks.
- Strong problem-solving and analytical skills.
- Patient and empathetic when dealing with non-technical customers.
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