We are seeking a skilled Technical Support Specialist
1. Manage all Incidents and service requests within Service Level Agreements.
2. Log Incidents and Requests accurately in the PSA Tool.
3. Analyze technical problems with software applications or network systems, identifying root causes to resolve issues efficiently.
4. Document all actions, updates and time in the PSA Tool for transparent tracking of progress.
5. Evaluate call handling/quality, ticket management/quality, resolution of issues against required standards ensuring alignment with expectations.
a) Escalate incidents to higher levels when unable to resolve independently;
6. Create new/update existing Knowledge Articles within documentation platforms enhancing resource availability for future reference. ----------------------------------- ,
We prioritize skill development through on-the-job training & relevant education opportunities
Let us grow together!