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Technical Support Specialist – Remote (Europe)

Overview

We are seeking a knowledgeable and customer-focused Technical Support Specialist to provide remote assistance to our clients. In this role, you will troubleshoot technical issues, offer solutions, and ensure a positive customer experience. You will play a crucial role in maintaining customer satisfaction and loyalty.

 

No. of Vacancies
1
Specific Skills
Key Responsibilities:
  • Technical Troubleshooting: Respond to client inquiries via phone, email, or chat, diagnosing and resolving hardware and software issues promptly.
  • Issue Resolution: Guide clients through step-by-step solutions for technical problems, ensuring clear communication and understanding.
  • Documentation: Maintain accurate records of support interactions, issues, and resolutions in our ticketing system.
  • Customer Education: Provide training and resources to clients to help them utilize our products effectively.
  • Collaboration: Work closely with engineering and product teams to escalate and resolve complex issues, providing feedback to improve products and services.
  • Continuous Improvement: Identify recurring issues and recommend process improvements to enhance the support experience.
Responsible For
Key Responsibilities:
  • Technical Troubleshooting: Respond to client inquiries via phone, email, or chat, diagnosing and resolving hardware and software issues promptly.
  • Issue Resolution: Guide clients through step-by-step solutions for technical problems, ensuring clear communication and understanding.
  • Documentation: Maintain accurate records of support interactions, issues, and resolutions in our ticketing system.
  • Customer Education: Provide training and resources to clients to help them utilize our products effectively.
  • Collaboration: Work closely with engineering and product teams to escalate and resolve complex issues, providing feedback to improve products and services.
  • Continuous Improvement: Identify recurring issues and recommend process improvements to enhance the support experience
Additional Requirements
Preferred Attributes:
  • Certifications: CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or similar certifications are a plus.
  • Communication Skills: Strong verbal and written communication skills, with an ability to explain technical concepts in simple terms.
  • Patience and Empathy: Ability to handle challenging situations with calmness and understanding.
  • Team Player: Willingness to collaborate with colleagues to improve processes and enhance customer satisfaction.
  • Adaptability: Ability to thrive in a fast-paced environment and manage multiple priorities effectivel
Job Nature
Full Time
Educational Requirements

Qualifications:

  • Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
  • 2+ years of experience in technical support or customer service in a technology environment.
  • Strong understanding of computer systems, networks, and software applications.
  • Proficiency in troubleshooting Windows and Mac operating systems, as well as mobile platforms (iOS, Android).
  • Familiarity with remote desktop tools and ticketing systems (e.g., Zendesk, Jira).
  • Excellent problem-solving skills and a customer-first mentality

Experience Requirements
2 years of experience
Job Location
Europe (Remote)
Salary
What We Offer:
  • Competitive salary and benefits package.
  • Flexible work hours and a fully remote work environment.
  • Opportunities for professional development and continuous learning.
  • A supportive and inclusive team culture that values diversity and innovation.
Job Level
Sr. Position

How to Apply

 

Interested candidates can send their resumes to contact@novanetwork.nl mentioning "Job Title" in the subject line.

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