The Role
The Level 1 Technical Support Specialist will provide first-level technical support, troubleshoot customer issues, manage support tickets, and escalate complex problems as needed.
Summary Generated by Built In
About Sauti Contact Center:
At Sauti Contact Center, we pride ourselves on delivering exceptional customer experiences and technical solutions. As we continue to grow, we are seeking a dedicated and skilled Level 1 Technical Support Specialist to join our dynamic team.
Position Overview:
As a Level 1 Technical Support Specialist at Sauti Contact Center, you will play a crucial role in ensuring a seamless customer experience by providing first-level technical support. You will be responsible for resolving customer issues, troubleshooting technical problems, and escalating complex issues to the appropriate teams.
Responsibilities:
- Respond to incoming customer inquiries and technical issues via phone, email, or chat in a professional and timely manner.
- Diagnose and resolve technical issues related to software, systems and platforms that we support on behalf of our clients.
- Open, update, manage and close support tickets to meet SLA requirements we must adhere to.
- Provide step-by-step guidance to customers on troubleshooting and problem resolution.
- Escalate complex technical issues to Level 2 support or the relevant departments for further investigation.
- Document and maintain accurate records of customer interactions, issues, and solutions in the support database.
- Collaborate with cross-functional teams to identify and address recurring technical issues.
- Stay updated on product knowledge and industry trends to provide accurate information to customers.
Requirements
- Proven experience in a customer support role, preferably in a technical support capacity.
- Strong knowledge of Windows and Mac operating systems and related software installed on PCs and Macs.
- Knowledge of security features as it relates to operating systems, software, websites and platforms.
- Knowledge of remote support tools to assist customers with technical issues on their phones, computers or laptops.
- Excellent communication skills, both written and verbal.
- Good typing skills with accuracy and speed.
- Ability to adapt to different customer communication styles and personalities.
- Strong problem-solving skills and the ability to think critically.
- Familiarity with ticketing systems and customer support software.
- Adept at multitasking and managing time effectively.
Education and Experience:
- High school diploma or equivalent; additional technical certifications are a plus.
- Previous experience in a technical support role is preferred.
- Industry known Technical Certifications are a huge plus.
Benefits
- Competitive salary.
- Professional development opportunities.
- Collaborative and inclusive work environment.
Skills Required
- Proven experience in a customer support role, preferably in a technical support capacity.
- Strong knowledge of Windows and Mac operating systems
- Knowledge of security features for operating systems and software
- Knowledge of remote support tools
- Excellent communication skills, both written and verbal
- Good typing skills with accuracy and speed
- Ability to adapt to different customer communication styles
- Strong problem-solving skills
- Familiarity with ticketing systems
- High school diploma or equivalent
- Previous experience in a technical support role is preferred
- Industry known Technical Certifications
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The Company
What We Do
Sauti is a customer-engagement and revenue support contact center that helps businesses reach prospects, convert leads, and retain customers using a mix of people, systems, and automation.
