Level One 1 Technical Support Specialist

This is a remote position.

About Sauti Contact Center:

At Sauti Contact Center we pride ourselves on delivering exceptional customer experiences and technical solutions. As we continue to grow we are seeking a dedicated and skilled Level 1 Technical Support Specialist to join our dynamic team.

Position Overview:

As a Level 1 Technical Support Specialist at Sauti Contact Center you will play a crucial role in ensuring a seamless customer experience by providing firstlevel technical support. You will be responsible for resolving customer issues troubleshooting technical problems and escalating complex issues to the appropriate teams.

Responsibilities:

• Respond to incoming customer inquiries and technical issues via phone email or chat in a professional and timely manner.
  
• Diagnose and resolve technical issues related to software systems and platforms that we support on behalf of our clients.
  
• Open update manage and close support tickets to meet SLA requirements we must adhere to.
  
• Provide stepbystep guidance to customers on troubleshooting and problem resolution.
  
• Escalate complex technical issues to Level 2 support or the relevant departments for further investigation.
  
• Document and maintain accurate records of customer interactions issues and solutions in the support database.
  
• Collaborate with crossfunctional teams to identify and address recurring technical issues.
  
• Stay updated on product knowledge and industry trends to provide accurate information to customers.
  

Requirements

• Proven experience in a customer support role preferably in a technical support capacity.
  
• Strong knowledge of Windows and Mac operating systems and related software installed on PCs and Macs.
  
• Knowledge of security features as it relates to operating systems software websites and platforms.
  
• Knowledge of remote support tools to assist customers with technical issues on their phones computers or laptops.
  
• Excellent communication skills both written and verbal.
  
• Good typing skills with accuracy and speed.
  
• Ability to adapt to different customer communication styles and personalities.
  
• Strong problemsolving skills and the ability to think critically.
  
• Familiarity with ticketing systems and customer support software.
  
• Adept at multitasking and managing time effectively.
  

Education and Experience:

• High school diploma or equivalent; additional technical certifications are a plus.
  
• Previous experience in a technical support role is preferred.
  
• Industry known Technical Certifications are a huge plus.
  

Benefits

• Competitive salary.
  
• Professional development opportunities.
  
• Collaborative and inclusive work environment.
  

Key Responsibilities: Advanced Technical Support: Provide expert technical assistance and support for escalated issues from Level One support. Diagnose and troubleshoot hardware and software issues, including networking problems and system errors. Utilize remote assistance tools to guide customers through troubleshooting steps or to resolve issues directly. Support clients by phone and online tools using remote control software Troubleshooting desktop, network and serve issues Complete windows server based administration tasks Support online platforms Microsoft Azure and AWS (level 1 and 2) Effectively work with SLAs for clients Produce and update quality technical client documentation ( IT Glue) At times participate in project team to deliver quality projects to clients Customer Interaction:Communicate effectively with customers to understand the details of their technical problems. Provide clear and concise instructions to customers, guiding them through the troubleshooting process. Ensure high levels of customer satisfaction by resolving issues promptly and professionally. Problem Resolution: Investigate and research complex technical issues, utilizing available resources and knowledge base. Collaborate with other technical teams and departments to resolve issues that require interdisciplinary expertise. Document detailed issue summaries, troubleshooting steps, and resolutions for future reference. Quality Assurance: Monitor customer interactions and assess the quality of service provided by Level One support. Provide feedback and coaching to Level One support agents to enhance their technical skills and customer service abilities. Identify recurring issues and work with relevant teams to implement preventive measures. Knowledge Management: Contribute to the development and maintenance of the company's knowledge base by creating and updating articles related to complex technical issues. Conduct training sessions for Level One support agents, sharing expertise and best practices. Qualifications: Bachelor s degree in Computer Science, Information Technology, or related field, or equivalent work experience. Minimum of 2 years of experience in technical support, with a focus on resolving complex technical issues. Proficiency in diagnosing and troubleshooting hardware, software, and network issues. Excellent communication skills, both verbal and written. Strong customer service orientation and ability to work well in a team environment. Relevant certifications such as CompTIA A+, CompTIA Network+, or equivalent, are a plus. Experience with remote desktop applications and help desk software. Ability to adapt to new technologies and software applications quickly.