IT Support Technician providing innovative technical support leveraging AI tools at iServ. Responsible for resolving issues, enhancing processes, and contributing to special innovation projects.
About the role
- Technical Support Analyst I delivering high-quality technical assistance and support to customers. Troubleshooting, training, and product support for internal and external users.
Responsibilities
- Provide high-quality technical and customer support to internal and external customers via phone, email, and chat
- Troubleshoot technical issues, research solutions, and resolve customer inquiries with the customer’s best interest in mind
- Accurately document all customer interactions, research, and resolutions within CRM systems
- Acquire and maintain in-depth product knowledge to effectively demonstrate and support proprietary products and services
- Assist customers with product installation, user interface functionality, and site navigation
- Provide login, search, usability, and technical support across multiple platforms
- Perform basic browser troubleshooting and technical diagnostics
- Train and support users while responding to inquiries and escalations
- Utilize internal systems including CRM, billing tools, administrative platforms, websites, and production systems
- Escalate complex issues to second-level support teams as needed
- Participate in a 24/7 on-call rotation, including weekend coverage
Requirements
- 1 year of customer service experience in a technical contact center environment (2 years preferred) or equivalent training
- Strong customer focus with the ability to engage professionally and effectively
- Excellent problem-solving and basic technical skills
- Outstanding written and verbal communication skills
- Ability to multitask and manage phone, email, and chat interactions simultaneously
- Professional attitude with a positive, team-oriented mindset
- Ability to work independently on assigned tasks and projects
- 2- or 4-year college degree
- Second language proficiency (Spanish preferred)
- Familiarity with tools such as Excel, Word, Outlook, PowerPoint, Access, Visio, WebEx, MS Teams, JIRA, Salesforce, Confluence, MyCRM, and RNW
- Basic knowledge of database strategy and networking concepts (e.g., DNS, file shares, user privileges)
Benefits
- Country specific benefits
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