What are the responsibilities and job description for the Technical Support Specialist position at CourseArc, LLC.?
The Technical Support Specialist plays a critical role in ensuring customers and internal teams receive effective assistance with technical issues. This role involves troubleshooting, resolving complex problems, and providing clear communication to maintain high customer satisfaction. The specialist will collaborate with other departments to escalate issues and enhance overall service quality.
Responsibilities
- Respond promptly to customer technical inquiries via phone, email, or chat.
- Troubleshoot and diagnose hardware, software, and network issues.
- Document and track support requests using ticketing systems.
- Collaborate with engineering and product teams to resolve complex problems.
- Provide clear instructions and solutions to users of varying technical expertise.
- Update knowledge base articles to reflect new issues and resolutions.
- Participate in ongoing training to stay current with product updates and technologies.
- Escalate unresolved problems to appropriate teams in a timely manner.