Technical Support Specialist (IT Support Specialist)

Our client is seeking a Tech Support Specialist to provide timely and effective technical assistance to customers and internal users. This role involves troubleshooting hardware, software, or SaaS issues, resolving tickets, and escalating complex cases to higher-tier teams. The specialist ensures customers feel supported and technical issues are resolved quickly.

Requirements

• Respond to support tickets, calls, and chats through platforms like Zendesk, Freshdesk, Jira Service Desk, or ServiceNow.
• Diagnose and resolve Level 1/2 technical issues.
• Escalate unresolved issues to Tier 2/3 support or engineering teams.
• Create and update internal support documentation and FAQs.
• Use monitoring tools (Datadog, Splunk, New Relic).
• Collaborate with product, QA, and engineering teams for feedback.