Technical Support Specialist

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Written by AI from the job title and company, not by Akkodis, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Support Specialist at Akkodis will play a critical role in providing exceptional customer service by addressing technical issues, troubleshooting software and hardware problems, and ensuring that clients receive timely solutions to enhance their operational efficiency. The specialist will act as a liaison between the customer and the technical team, documenting issues effectively and contributing to the maintenance of system standards. This position demands a proactive approach to problem-solving and an unwavering commitment to delivering quality support.

Job Responsibilities

• Provide first-level technical support through various communication channels including phone, email, and chat.
• Troubleshoot and resolve software, hardware, and network issues, ensuring escalated issues are clearly documented for further investigation.
• Assist customers with setup, configuration, and usage of software and hardware products.
• Document technical solutions in a knowledge base for future reference and training purposes.
• Collaborate with other technical teams to address complex issues and provide timely updates to customers.
• Conduct product demonstrations and training sessions for clients to enhance their understanding and usage of systems.
• Maintain customer satisfaction levels by actively managing and following up on support tickets.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years of experience in a technical support role, preferably in a corporate environment.
• Strong knowledge of computer systems, networks, and troubleshooting techniques.
• Excellent verbal and written communication skills, with an ability to explain technical information to non-technical audiences.
• Proficient with ticketing systems and remote support tools.
• Strong analytical and problem-solving skills.
• Certifications in relevant technologies (e.g., CompTIA A+, Network+, ITIL) are a plus.

Technologies & Tools

The Technical Support Specialist will work with various technologies and tools essential for providing efficient support services. Key technologies include ticketing systems such as Zendesk or ServiceNow, remote desktop applications like TeamViewer or AnyDesk, and diagnostic tools for troubleshooting hardware and software issues. Familiarity with operating systems such as Windows, macOS, and Linux, as well as common productivity software such as Microsoft Office and Google Workspace, is also expected.

Ideal Candidates

The ideal candidates for the Technical Support Specialist position are those who possess a customer-centric attitude, are proactive problem solvers, and demonstrate strong technical aptitude. Successful individuals will have a natural ability to communicate effectively, both verbally and in written form, and carry a passion for technology and its applications. They should exhibit patience when dealing with clients, show an eagerness to learn new skills, and maintain a positive attitude in challenging situations. Adaptability and teamwork capabilities are essential characteristics that align with the collaborative environment at Akkodis.