Support Specialist

Title : Support Specialist- Sunnyvale, CA

Scope:

Provide technical support to client's employees and contractors in person


Provide high level of customer service and professionalism in accordance with client's policies, practices, and expectations


Diagnose and troubleshoot technical issues according to client's expectations


Document issues, troubleshooting steps, and resolutions in ticketing system


Advocate for the customer. Own the issue and facilitate technical support from the initial contact to resolution


Escalate unresolved complex issues to appropriate support teams

Key Qualifications

Excellent customer service skills


Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose problems without scripted documentation


Excellent English-language oral and written communication skills


Excellent time management and multi-tasking skills


Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment


Ability to maintain composure and customer-service focus in stressful situations


Motivation and ability to work as part of a distributed team


Conceptual understanding of IP networking and basic network troubleshooting skills


Conceptual understanding of multi-tiered and web-based information systems architecture


Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV


Experience troubleshooting macOS and iOS operating systems


Experience using an IT service management or CRM system for tracking technical support cases


Experience using a knowledge base system

The performance is to be kept within KPIs as defined by client's Support policies. This includes but is not limited to standards surrounding:

Punctuality and attendance; no more than 2 occurrences per month on average


Customer satisfaction surveys (CSAT) 98% or higher