Desktop Support Technician

About the Role

We are seeking a Customer-Focused Desktop Support I / Technical Support Specialist to deliver timely technical assistance via phone, email, and chat in our United States office. You will troubleshoot software issues, manage incidents within ticketing systems, educate customers on product best practices, and collaborate with internal development teams.

Key Responsibilities

• Provide multi-channel support (telephone, email, chat) to resolve technical issues while adhering to SLAs.
• Educate clients on product features, functionality, and optimal usage strategies.
• Accurately document all incidents in our ticketing systems for seamless resolution tracking.
• Collaborate with Development, QA, and Implementation teams to identify root causes of bugs.
• Validate new software releases through rigorous testing processes.
• Maintain a professional, empathetic approach tailored to diverse customer needs across the US market.