Technical Support Specialist

What You'll Do:

• Provide Tier 1 technical support to clients via phone, email, and live chat.
• Troubleshoot software-related issues and guide customers through effective solutions.
• Handle customer inquiries professionally while ensuring a positive support experience.
• Diagnose and escalate complex issues to higher support tiers when necessary.
• Maintain accurate and detailed documentation of customer interactions and issue resolutions in the ticketing system.
• Collaborate with internal teams to ensure timely and successful issue resolution.
• Support clients using troubleshooting tools, knowledge bases, and established support procedures.

What We're Looking For:

• Fluent English language proficiency (written and verbal).
• Excellent communication, interpersonal, and active listening skills.
• Previous experience in Technical Support, IT Support, Help Desk, or Software Support.
• Strong knowledge of networking fundamentals and troubleshooting techniques.
• Hands-on experience with ticketing systems and case management tools.
• Experience handling customer interactions via phone calls, email, and live chat.
• Comfortable managing a high volume of client calls while maintaining professionalism and service quality.
• Excellent documentation and ticket management skills.
• Ability to explain technical concepts clearly to non-technical users.
• Comfortable working U.S. business hours.
• Background in medical or dental software is a strong plus.