Technical Support Specialist - Non-Voice

We are seeking a detail-oriented and customer-focused Technical Support Specialist to join our growing team. In this non-voice role, you will be responsible for providing exceptional technical assistance to our clients via email, chat, and our ticketing system. You will troubleshoot software and hardware issues, guide users through product features, and ensure a seamless user experience with our educational platforms.

Responsibilities:

• Respond to customer inquiries and issues via email, chat, and ticketing system in a timely and professional manner.
• Diagnose and resolve technical problems related to our educational software and platforms.
• Provide clear and concise instructions and guidance to users.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Maintain accurate and detailed records of customer interactions and resolutions.
• Contribute to the knowledge base by creating and updating support articles.

Qualifications:

• Proven experience in technical support or a similar customer-facing role.
• Excellent written communication skills, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical skills.
• Familiarity with ticketing systems (e.g., Zendesk, Jira Service Desk) and CRM software.
• Ability to multitask and manage time effectively.
• Experience in the education or training technology sector is a plus.