Technical Support Specialist

**Requirements and responsibilities**- ** Tier 1 Service Desk Specialist**: - **Role Summary**: - The Tier 1 Service Desk Specialist reports directly to the Customer Success Manager and - serves as the primary point of contact for customer support requests. This role is - responsible for delivering exceptional customer service, providing technical support, and - supporting customer success initiatives through efficient case management and proactive - customer engagement. ** Key Responsibilities** - **Primary Customer Support Functions**- Serve as the first point of contact for all customer inquiries during established- ingested into Freshservice as tickets- - chat, and video conference- Provide exceptional customer service with full ownership of service requests from- initial contact through resolution- Accurately log, classify, and manage all service requests in Freshservice case- management system with critical focus on proper ticket classification and - categorization- Properly categorize incidents versus problems to ensure appropriate handling and- escalation paths- Achieve first contact resolution whenever possible to maximize customer- satisfaction and operational efficiency - **Technical Support Delivery**- Identify, assess, record, resolve, and escalate incidents and service requests within- agreed-upon SLA timeframes- Manage product user accounts including provisioning, modifications, and- deactivations- Provide "how-to" training and guidance to customers on product features and- functionality- Escalate complex technical issues to Tier 2 or Tier 3 support teams when appropriate - Proactively follow up on all requests to ensure successful resolution and customer- satisfaction- Monitor ticket queue for stagnant cases and proactively communicate with- customers to prevent service degradation- Identify and escalate emerging trends or patterns in customer issues to- management and product teams- Contribute to and maintain the Freshservice knowledgebase with solutions and- documentation- Collaborate with Product Team on user documentation and training video- development- Assist in creating and maintaining Service Desk Standard Operating Procedures- ** Customer Success Support**- Support customer onboarding processes to ensure smooth product adoption - Assist with project-related tasks and customer implementation activities - Maintain accurate customer database information and account details - Monitor DevOps change and release management activities for customer impact- assessment- Assist with customer communications including notifications, announcements,- and system updates- Prepare service desk metrics and reports for management and support teams - Identify opportunities to improve customer experience and operational efficiency- - ** Required Qualifications** - **Education**- Bachelor's degree in Information Technology, Business Administration, Computer- Science, or related field- Relevant industry certifications (CompTIA A+, ITIL Foundation, or similar) preferred - Equivalent combination of education and experience may be considered- - ** Experience**- 2-3 years of experience in service desk, technical support, or customer service role- Experience with ticketing systems and case management platforms (Freshservice - experience preferred)- Familiarity with change management processes and DevOps practices preferred- ** Technical Skills**- Knowledge of current desktop and network operating systems (Windows, macOS,- Linux)- Basic networking concepts and connectivity troubleshooting - Proficiency with Microsoft Office Suite and collaboration tools - Ability to quickly analyze and categorize tickets for proper routing and resolution - Experience with trend analysis and pattern recognition in customer support data- ** Essential Attributes**- Fluent in English with exceptional written and verbal communication skills - Customer-focused mindset with genuine desire to help and support customers - Excellent communication skills both written and verbal, with ability to explain- technical concepts to non-technical users- Strong problem-solving abilities with attention to detail and analytical thinking - Patience and empathy when working with frustrated or confused customers - Self-motivated and results-oriented with ability to work independently and follow- direction- Organizational skills with strong documentation and record-keeping abilities - Adaptability and learning agility to quickly master new technologies and- processes- Multitasking capability while maintaining focus and quality standards - Professional demeanor with integrity, credibility, and good judgment - Team collaboration skills with ability to work effectively across departments- ** Success Metrics**- Customer satisfaction scores and feedback - First-call resolution rates and overall ticket resolution efficiency - Response time adherence to SLA requirements - Case volume management and productivity metrics - Ticket classification accuracy and pro