Technical Support Specialist I

Purpose of the Job

The Technical Support Specialist I provides comprehensive and high-quality technical support to integrators, resellers and end users to troubleshoot and resolve i-PRO hardware and software product issues. This role ensures customer satisfaction by delivering prompt, efficient, and effective assistance via phone, email, and other communication platforms, while documenting and escalating issues as necessary.

Key Accountabilities

• Respond to inbound customer calls, emails, and chats to resolve technical issues related to hardware and software products.
• Thoroughly document troubleshooting steps, resolutions and customer interactions in the Helpdesk system to ensure clear and accurate records.
• Accept and resolve escalated technical support calls, collaborating with higher-level support or other departments as needed.
• Support Technical Support teammates via internal channels and knowledge platforms.
• Create, review, and submit internal knowledge articles to improve future troubleshooting efficiency and share best practices.
• Reproduce and resolve customer-reported software and hardware issues with direction from senior team members or supervisors.
• Provide clear, accurate, and professional communication to customers, ensuring technical confidence and trust throughout the resolution process.
  
  

Key Figures

• The daily average number of calls/tickets per day should be at a minimum between 8 and 15.
• Create, edit and submit a minimum of 3 internal knowledge-based pieces per month to assist other team members in the future.
• The Technical Support Specialist is expected to achieve a satisfaction score of 90% or higher, based on customer feedback collected after issue resolution.
  
  

Qualifications: Education & Experience

• Bachelor’s degree preferred, ideally in IT, Computer Science, or a related field.
• 1-2 years of experience in a customer-facing role such as Technical Support, Helpdesk, or Customer Service.
• Experience in examining, investigating, and solving dynamic problems with ability to think creatively to create technical solutions
  
  

Competencies, Skills & Knowledge

• Strong diagnostic and troubleshooting skills for a wide range of hardware and software issues.
• Ability to communicate technical solutions clearly and confidently to non-technical customers.
• Open, proactive collaboration within a team environment, contributing to knowledge-sharing and continuous improvement.
• Ability to address and solve complex issues by leveraging available resources, such as the knowledge base, previous tickets, and other support documentation.
• Strong verbal and written communication skills are essential for interacting with customers and colleagues.
• Ability to manage time effectively and handle multiple support requests with differing levels of complexity.
• Consistently follow up on assigned issues without needing reminders.