SD IT Services | Full time
Technical Support Lvl 3
SD IT Services is a leading BPO center specializing in acquiring new customers and delivering exceptional customer service to clients in the US, UK, and EU. Established in 2022 in Kosovo, we are recognized subject matter experts in the BPO and IT solutions industry, driven by a commitment to excellence. Our advantage lies in our comprehensive service range, including inbound/outbound customer service, technical support, sales, webchat, and back-office administration. We offer adaptability, scalability, and unparalleled IT support at Layers 1, 2, and 3. This positions us as your trusted partner for end-to-end solutions.
We are seeking an experienced Technical Support Level 3 professional to join our team. This role is pivotal in providing advanced technical support and expertise to ensure the seamless operation of our systems. The ideal candidate is a technical guru who excels at problem-solving and thrives on delivering top-tier support. Proficiency in both Windows and Linux environments is essential.
Provide advanced technical support to customers, resolving complex issues efficiently and effectively.
Diagnose and troubleshoot intricate technical problems related to software, hardware, and network systems.
Demonstrate an in-depth understanding of our product's technical intricacies to guide customers and fellow team members.
Serve as a subject matter expert on our systems and technologies, actively sharing knowledge within the team.
Stay updated on the latest product updates, bug fixes, and new releases to ensure comprehensive support.
Proactively identify potential issues and solutions, including conducting thorough research for unique challenges.
Collaborate closely with cross-functional teams to develop and implement long-term solutions for recurring issues.
Document and maintain detailed records of customer interactions, including inquiries, complaints, comments, and resolutions.
Provide valuable feedback to enhance the efficiency of the customer service process.
Mentor and train junior team members.
Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
Minimum of 3 years of experience in a technical support role, with at least 1 year at Level 3.
Proficiency in Windows operating systems, with significant experience in Linux environments.
Exceptional troubleshooting and problem-solving skills, with a track record of resolving complex issues.
Ability to think critically and adapt to rapidly changing technical landscapes.
Excellent communication and interpersonal skills, including the ability to convey complex technical concepts concisely.
Dedication to delivering outstanding customer service and exceeding customer expectations.
Strong organizational skills and meticulous attention to detail.
Willingness to work flexible hours and shifts as needed.
Join SD IT Services as a Technical Support Level 3 professional and play a vital role in supporting our growth and success. Help us empower our partners and customers with advanced technical solutions and exceptional service. Apply now to be part of our dynamic and fast-paced team!
Number of Positions
3 - 5 years
As Per Industry Standards