Technical Support Specialist

4 weeks ago

Penticton, British Columbia, Canada NavitsPartners Full time
Job Title: Technical Support Specialist

Location: Remote

Scope and Skills Needed:

  • 2-5 years' experience in technical support
  • Responsible for providing technical support via phone, email, chat, and remote diagnostic tools
  • Answers questions about installation, operation, configuration, and usage of assigned products
  • Applies diagnostic techniques to identify problems and recommend solutions
  • Documents problems in the support solution database

Principal Accountabilities:

  • Responds to customer technical problems/issues related to hardware, software, and networking
  • Assists customers by diagnosing problems and providing resolutions
  • Uses troubleshooting techniques and tools to identify defective products and follow guidelines in issuing service calls
  • Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
  • Remains knowledgeable of Dell's product line, current industry products, and technologies
  • Focuses on delivering a positive customer experience according to Dell standards
  • May be involved in revenue generation activities with current Dell customers
  • Reviews and distributes pertinent cross-functional information
  • Escalates more complex customer technical issues to senior level support

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