The Technical Support Specialist provides troubleshooting assistance and technical support, guiding users on platform usage and ensuring effective issue resolution.
Position Overview
The Support Specialist provides expert technical assistance and support to customers and suppliers. This role is responsible for troubleshooting and guiding users on the use of AdQuick and ensuring prompt and effective resolution of technical problems. The ideal candidate combines strong technical knowledge with excellent communication and problem-solving skills, supporting seamless operations within the organization.
Key Responsibilities
- Respond to inquiries and chat messages from customers regarding technical issues.
- Diagnose and resolve problems for end users.
- Maintain the company ticketing system (Intercom).
- Provide step-by-step guidance to users for troubleshooting and resolving issues.
- Document technical issues, solutions, and customer interactions using help desk systems.
- Monitor and report on platform performance, escalating complex issues as needed.
- Create material for technical training and support for platform usage and platform updates.
- Assist with the rollout of new updates, ensuring compatibility and user adoption.
- Collaborate cross-functionally with team members and escalate unresolved problems to higher-level technical staff when necessary.
- Provide recommendations for improving systems and processes.
- Maintain up-to-date knowledge of industry trends and new technologies.
Background:
- 2+ years of B2B/B2C technical and customer support
- Experience in out-of-home, media, advertising, or marketing is a plus
- Experience/previous role using a tech platform
- High proficiency in digital tech tools - support (ex: FreshDesk/ZenDesk/Intercom) CRM (ex: Salesforce), project management (ex: Asana) + Slack, Quip, and Excel
- Strong interpersonal and organizational skills
- A bachelor's degree
Top Skills
Asana
Excel
Freshdesk
Intercom
Quip
Salesforce
Slack
Zendesk
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