Shiji Group
Technology
SupportSpecialistL1
“Support Specialist L1 at Shiji Group. Skills: Customer support, Technical troubleshooting. Monitor incoming support requests. Manage incoming support requests”
What You'll Achieve.
Improve client satisfaction; Support client retention
Industry & Context.
Innovative problem-solving; Troubleshooting skills
What They're Looking For.
Must Have
Experience supporting customers over phone, Experience using Remote Access Tools, Fluent in English, Fluent in Spanish
Nice to Have
Experience with ticketing systems
What You'll Do.
Monitor incoming support requests
Manage incoming support requests
Ensure timely resolution
Ensure customer satisfaction
Handle P1/P2 critical issues
Escalate P1/P2 critical issues
Provide first-line technical support
Provide application support
Troubleshoot system performance issues
Troubleshoot system usability issues
Ensure proper follow-up with clients
Ensure communication with clients
Escalate complex technical issues
Maintain ownership of customer communication
Monitor system alerts
Proactively report service-impacting incidents
Maintain accurate documentation
Support onboarding activities
Assist with basic product training
Build positive relationships with customers
Maintain positive relationships with customers
Support client satisfaction
Support client retention
Collaborate with internal departments
Ensure efficient issue resolution
Ensure service delivery
Identify recurring issues
Communicate improvement suggestions
How You'll Work.
Team & Collaboration
Collaborate with internal departments
Communication Scope
Customer communication
Applying for this Support Specialist L1 role?
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