Description review
Technical Support Specialist
NirYu · Mexico · back to the listing
HR standards
58/100
needs work
Title ↔ description
89/100
strong
Reads as
Customer Support
100% confident
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
How others title the same work
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- Bilingual Technical Customer Support, Ring, Ring Amazon.com
- Happiness Engineer – Customer Support & Success Automattic
- Support Engineer, WordPress VIP Automattic
- Cloud Support Engineer Canonical
Startups
- Customer Success Associate Aqua
- Customer Service Manager Cityfurnish
- Client Support Specialist (Healthcare Facilities - B2B) Clipboard
- Customer Support Engineer (Product / Technical Support) Cogram
What the listing never says
- 20 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No pay range published. Candidates cannot tell whether applying is worth their time. Pay transparency
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
The Role:
We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team and provide exceptional assistance to our customers regarding technical inquiries related to our platform.
The ideal candidate will possess a strong technical background, excellent communication skills, and a passion for delivering top-notch customer service.
Key Responsibilities:
• Deliver accurate and prompt handling of customer support requests via phone, email, chat, and remote session
• Troubleshoot, investigate, and resolve issues, and engage with product and development teams to solve more complex issues
• Maintain comprehensive knowledge of the Telzio platform and help customers navigate and utilize all the various features
• Prioritize and manage ticket lifecycle to ensure timely resolution and communication with customers
• Translate technical-speak and troubleshooting steps for business users, and communicate thoughtful, customized solutions
• Take on ad hoc projects and responsibilities including but not limited to testing new features, documenting issues and guides, and submitting feedback through appropriate channels
Requirements:
• 2-3 years of experience in a similar role
• Knowledgeable in device and network troubleshooting
• Experience working on both MacOS, Windows OS, iOS and Android OS
• Excellent troubleshooter and problem-solver
• Ability to identify patterns or issues, capture details of an outage or degraded services
• Basic understanding of networking protocols such as TCP/IP, UDP, RTC
• Understanding of networking industry best practices
• Ability to create accurate documentation for internal and external company use
• Ability to work 5AM to 2PM PST
• Strong understanding of VoIP systems, network configurations, and the ability to diagnose and troubleshoot issues related to call quality, connectivity, and network settings using packet capture tools
• Understand common networking issues such as double NAT, firewall misconfigurations, and connectivity problems
• Can demonstrate technical knowledge or equivalent experience in CompTIA Network +
Bonus (but not required):
• CompTIA Network+ or similar certification
• 10 DLC SMS regulation experience
Originally posted on Himalayas
We are seeking a dedicated and knowledgeable Technical Support Specialist to join our team and provide exceptional assistance to our customers regarding technical inquiries related to our platform.
The ideal candidate will possess a strong technical background, excellent communication skills, and a passion for delivering top-notch customer service.
Key Responsibilities:
• Deliver accurate and prompt handling of customer support requests via phone, email, chat, and remote session
• Troubleshoot, investigate, and resolve issues, and engage with product and development teams to solve more complex issues
• Maintain comprehensive knowledge of the Telzio platform and help customers navigate and utilize all the various features
• Prioritize and manage ticket lifecycle to ensure timely resolution and communication with customers
• Translate technical-speak and troubleshooting steps for business users, and communicate thoughtful, customized solutions
• Take on ad hoc projects and responsibilities including but not limited to testing new features, documenting issues and guides, and submitting feedback through appropriate channels
Requirements:
• 2-3 years of experience in a similar role
• Knowledgeable in device and network troubleshooting
• Experience working on both MacOS, Windows OS, iOS and Android OS
• Excellent troubleshooter and problem-solver
• Ability to identify patterns or issues, capture details of an outage or degraded services
• Basic understanding of networking protocols such as TCP/IP, UDP, RTC
• Understanding of networking industry best practices
• Ability to create accurate documentation for internal and external company use
• Ability to work 5AM to 2PM PST
• Strong understanding of VoIP systems, network configurations, and the ability to diagnose and troubleshoot issues related to call quality, connectivity, and network settings using packet capture tools
• Understand common networking issues such as double NAT, firewall misconfigurations, and connectivity problems
• Can demonstrate technical knowledge or equivalent experience in CompTIA Network +
Bonus (but not required):
• CompTIA Network+ or similar certification
• 10 DLC SMS regulation experience
Originally posted on Himalayas