Technical Support Specialist
Responsibilities
Qualifications & Requirements
Experience Level: Mid Level
Full Job Description
The Technical Support Specialist plays a crucial role in delivering first-level technical assistance to customers using Tungsten Automation's desktop products. This position is vital for ensuring customer satisfaction by promptly and effectively resolving reported issues. The specialist will collaborate closely with Subject Matter Experts and Senior Technical Support Engineers to document and escalate complex or undocumented problems.
Key Responsibilities
- Maintain a courteous, friendly, and professional demeanor when interacting with customers, adhering to established procedures.
- Provide first-level technical support to customers through phone, web, email, and other designated channels.
- Take ownership of customer issues, offering timely and accurate updates, and driving problems to a satisfactory resolution.
- Clearly communicate intricate technical details to customers. Escalate unknown or undocumented issues to Subject Matter Experts and Senior Technical Support Engineers, providing comprehensive problem descriptions and analysis steps.
- Leverage AI-powered tools, such as chatbots and document automation, to boost efficiency, enhance accuracy, and streamline routine tasks, while strictly following the company's AI governance and data privacy protocols.
Qualifications
Required Skills
- A bachelor's degree in Computer Science, Computer Information Systems, or equivalent practical experience.
- A minimum of 1 to 2 years of experience providing first-level technical support in a call center setting.
- Demonstrated ability to be a resourceful team player with excellent interpersonal skills.
- A results-oriented individual with strong problem-solving capabilities.
- Proficiency in both written and verbal English communication.
- Solid understanding of Windows/MAC OS, with the ability to perform root cause analysis.
- Working knowledge of Microsoft Office products, both locally installed and cloud-hosted versions.
- Capability to troubleshoot and configure peripheral devices including printers, scanners, iPads, and smartphones.
- Commitment to maintaining up-to-date technical knowledge to adapt to evolving technologies.
- Skills in crafting effective prompts for AI systems and evaluating the quality of AI-generated output.
- Ability to utilize AI for ideation, development, and scaling solutions to meet departmental needs.
- Flexibility in work schedule to accommodate USA business hours.
Please note that the job requirements may be subject to change based on evolving business needs.
Company
Tungsten Automation
Tungsten Automation is a leading provider of innovative automation solutions dedicated to enhancing business processes. We specialize in developing desktop products that empower end-users with efficie...