Technical Support Specialist

2 dni temu

Kraków, Lesser Poland Telestream, LLC Pełny etat
Job Description

We are seeking a highly skilled Technical Support Specialist to join our team at Telestream, LLC. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our customers, ensuring that their issues are resolved efficiently and effectively.

Responsibilities:

  • Troubleshooting and Issue Resolution: Identify and troubleshoot complex technical issues related to cloud and on-prem solutions, escalating critical issues to senior engineers as needed.
  • Customer Communication: Provide timely and effective communication to customers throughout the issue resolution process, ensuring transparency and clear expectations.
  • Documentation and Knowledge Management: Create and maintain accurate documentation of support processes, internal tools, and scripts, including training materials.
  • Collaboration and Teamwork: Work closely with cross-functional teams, including sales, professional services, product, and development groups, to ensure seamless issue resolution and customer satisfaction.
  • SLA Adherence: Meet Service Level Agreement (SLA) targets for first response and resolution times, ensuring service objectives are met.

Requirements:

  • Education and Experience: Bachelor's degree in computer science or related field, or equivalent combination of education and experience. 2+ years' experience in Information Technology and/or software support.
  • Skills and Qualifications: Excellent communication and interpersonal skills, strong analytical and problem-solving skills, proven technical and troubleshooting skills, ability to work in a fast-paced environment, and flexibility to adapt to changing priorities.

About Us:

Telestream, LLC is a leading provider of innovative digital video solutions. Our products help businesses and consumers transform video on the desktop and across the enterprise. We are committed to delivering exceptional customer support and service.

Estimated Salary: $80,000 - $110,000 per year, depending on location and experience.

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