Senior Technical Support Specialist

We are seeking a highly skilled and experienced Senior Technical Support Specialist to join our growing support team. In this role, you will be responsible for providing advanced technical assistance and resolving complex technical issues for our customers. You will serve as a point of escalation for technical problems, lead troubleshooting efforts, and collaborate with cross-functional teams to ensure high-quality customer support. The ideal candidate will have excellent problem-solving skills, technical expertise, and the ability to guide both customers and junior support staff.Essential FunctionsAdvanced Troubleshooting: Provide expert-level support to customers experiencing complex technical issues, including software, hardware, and networking problems.Customer Interaction: Communicate directly with customers via phone, email, or chat to understand their technical problems, provide solutions, and ensure a high level of customer satisfaction.Escalation Management: Act as a point of escalation for technical issues that require a higher level of expertise and work closely with other departments to resolve issues.Issue Resolution: Collaborate with our central OIT teams to identify and resolve recurring issues, contribute to bug fixes, and suggest product improvements.Documentation and Knowledge Management: Maintain accurate records of customer interactions, technical issues, and resolutions. Update internal knowledge base and create detailed documentation for common problems and solutions.Training and Mentorship: Mentor and train junior support staff, providing guidance on troubleshooting techniques, customer interaction, and system knowledge.Process Improvement: Contribute to the continuous improvement of support processes, tools, and workflows to increase team efficiency and improve customer service.Product Feedback: Gather customer feedback on product functionality and suggest areas for improvement to the product development team.Competencies, Knowledge, Skills and AbilitiesPrinciples of quality assurance, performance monitoring and the ways in which commitment to a customer focus can be practically demonstrated.Principles of equality and the ways in which they can be demonstrated in every aspect of the Unit’s work.Principles of ITIL Service Management.Strong written and oral communication skills.