IT Support Specialist - tier 1Civicom Pacific

IT SUPPORT SPECIALIST - TIER 1
 
Job Summary
 
We are seeking a dedicated and customer-focused Tech Helpdesk Support Specialist to provide exceptional support for Hey DAN, our virtual assistant platform. In this role, you will be the primary point of contact for Hey DAN users, assisting them with technical inquiries, troubleshooting, and ensuring a seamless user experience. As a Tech Helpdesk Support Specialist for Hey DAN, you will play a critical role in resolving technical issues, educating users on Hey DAN's features, and delivering outstanding customer service.
 
Responsibilities:
Serve as the primary support contact for Hey DAN users, responding to their technical inquiries and providing prompt resolutions via phone, email, or chat.
Troubleshoot and resolve common technical issues related to Hey DAN, including installation, configuration, and user queries.
Guide users through step-by-step instructions to troubleshoot and resolve issues with Hey DAN's functionalities and integrations.
Escalate complex technical issues to Tier 2 or NSA support teams, collaborating with them to ensure timely resolution.
Document all user interactions, inquiries, and resolutions accurately in a ticketing or CRM system.
Follow standard procedures for proper handling and escalation of unresolved issues, ensuring effective communication with users throughout the process.
Stay up-to-date with Hey DAN's latest features, updates, and integrations, providing users with relevant information and proactive guidance.
Collaborate with cross-functional teams, including InfoSec, developers, and NSA Team, to identify and resolve recurring technical issues and suggest improvements for Hey DAN.
Provide basic training and guidance to users on Hey DAN's functionality, settings, and best practices.
Contribute to the development and maintenance of Hey DAN's knowledge base articles and support documentation.
Continuously improve technical knowledge and skills through self-learning, training, and staying informed about industry trends and best practices.
Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related field (Open to fresh graduates).
Strong passion for technology and willingness to learn.
Excellent problem-solving and analytical skills.
Strong customer service and communication skills.
Ability to work effectively in a team environment.
Familiarity with operating systems (Windows, macOS, Linux) and common software applications.
Basic knowledge of networking principles.
Patience, empathy, and a customer-centric approach to ensure a positive support experience.
Ability to multitask, prioritize workload, and adapt to changing priorities in a fast-paced environment.
Experience with ticketing systems and CRM software is a plus.