Technical Support Specialist

Job Summary

A company is looking for a Technical Support Specialist who will work remotely from Portugal.

Key Responsibilities:

• Receive and respond to escalated customer cases regarding technical and functional questions or issues
• Analyze and resolve complex issues related to various platforms, operating systems, and calling features
• Train the Frontline Support team and create internal documentation to improve issue escalation processes

Required Qualifications:

• Basic understanding of telephony routing, including IVR, ACD, and DTMF
• Foundational knowledge of the OSI model and various operating systems (Windows, Mac OS, Android, iOS)
• Experience with ticket-based enterprise workflow management systems and familiarity with ITIL concepts
• Aptitude to learn and support new products and features
• Motivation to work collaboratively in a fast-paced environment