Technical Support Specialist

- Monitor daily traffic and identify problems
- Provide expert technical support to customers by responding to customer queries in a timely and accurate way
- Resolve tickets in accordance with technical requests in a timely and accurate way
- Identify customer needs and help customers use specific features
- Act as a bridge between the Network Operation Center team and clients to improve the understanding and enhance the communication
- Monitor customer complaints and follow up with them to ensure their technical issues are resolved
- Assist with departmental process improvements and advise on areas that do not meet customer expectations
- Perform other position-related duties as specified by management

- A bachelor's degree in computer science or related technology field
- Passion about providing an exceptional customer experience in terms of technical support
- Excellent problem-solving, troubleshooting and communication skills
- Fluent written and verbal communication skills in English language
- Multi-tasking abilities
- Patience when handling tough cases
- Former technical experience and/or industry experience will be a plus