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Computer Technical Support Specialist
2 months ago
We are seeking a highly skilled Technical Support Specialist to join our team at Graitec Group. As a Technical Support Specialist, you will be responsible for providing exceptional customer support to our clients, ensuring their technical needs are met and their issues are resolved in a timely manner.
Key Responsibilities- Manage incoming customer support calls in French and English, including licensing and product support
- Escalate high-priority/specialist issues using Graitec's helpdesk system
- Respond to support requests via multiple channels and following documented processes
- Document support interactions in a company-wide case management system
- Escalate unresolved issues to senior staff as required
- Assess personal backlog of support requests
- Assist clients in installing and licensing Graitec products
- Assign and manage licenses for Graitec and other 3rd party products
- Work in partnership with the sales team on specific customer technical needs
- Work with international customers
- Fluency in French and English (spoken and written)
- 2+ years of experience in a technical support environment
- Knowledge of IT concepts and technologies
- Experience in windows support
- Application support experience
- IT certifications (e.g. A+, Network+, MCP, etc.)
- Experience with IT service management frameworks
- Technical support for ERP solutions
As a Technical Support Specialist at Graitec Group, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of our company. We offer a dynamic and supportive work environment, competitive compensation and benefits, and opportunities for growth and advancement.
