Technical Support Representative - OneSpace -- Remote | WFH

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Job Overview

The Technical Support Representative for OneSpace at Get It Recruit - Information Technology will be an integral component of our team, providing top-notch customer support to our clients. This role involves troubleshooting technical issues, guiding users through software functionalities, and ensuring that all inquiries are addressed promptly and efficiently. The ideal candidate will act as a liaison between the technical team and end-users, helping to resolve escalated issues and enhancing the overall client experience through exceptional service and communication skills.

Job Responsibilities

• Provide first-level technical support to clients via phone, email, and chat.
• Troubleshoot and resolve technical issues related to OneSpace software applications.
• Document incidents, solutions, and customer feedback in the ticketing system.
• Guide users through setup and configuration processes, ensuring successful deployment and use.
• Collaborate with the technical team to escalate complex issues and provide detailed information.
• Conduct follow-ups with customers to ensure their technical needs are met satisfactorily.
• Participate in ongoing training sessions to maintain and enhance technical knowledge of OneSpace software.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Proven experience in a technical support or customer service role, preferably within software or IT services.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Excellent verbal and written communication skills.
• Proficient problem-solving skills with a detail-oriented approach.
• Ability to explain complex technical issues in simple terms.
• Familiarity with ticketing systems and remote support tools.

Technologies & Tools

The Technical Support Representative will work with various technologies and tools, including but not limited to ticketing and customer relationship management (CRM) software, remote desktop support applications, and communication platforms such as Zoom or Microsoft Teams. Familiarity with OneSpace software and industry-standard troubleshooting techniques will be essential to provide effective customer support.

Ideal Candidates

The ideal candidate for the Technical Support Representative position should possess a strong customer-service attitude, be highly adaptable in a dynamic environment, and have a natural inclination for technology. A proactive approach to problem-solving, coupled with strong organizational skills and the ability to work independently, will help ensure success. Candidates who demonstrate empathy and a commitment to driving customer satisfaction will thrive in this role.