Technical Support Specialist
3 days ago
**About the Role**
We are seeking a highly skilled Technical Support Specialist to join our team at Link Group. As a Technical Support Specialist, you will play a critical role in ensuring the smooth operation of our technical systems and providing exceptional support to our customers.
Key Responsibilities:
- Customer Support: Manage emergency support calls during regular business hours (Monday–Friday), respond to and resolve product support tickets via Jira Service Desk.
- Troubleshooting: Troubleshoot issues, reproduce faults, and work towards effective resolutions.
- Communication: Ensure incoming tickets include all necessary information by communicating with customers.
- Team Collaboration: Assist the Development Team by reproducing issues, debugging, and gathering relevant details for smoother handovers.
- Support Services: Support customer interactions during technical issue investigations.
- Process Improvement: Contribute to a team-oriented culture by actively engaging with other departments within Link Group.
- Licensing: Create and distribute product licenses to customers.
- Documentation: Review and update customer documentation, including user guides, white papers, and release notes.
- Onboarding: Aid in onboarding new team members and improving internal processes.
- Professional Development: Develop technical and customer-facing skills through continuous learning.
- Team Assistance: Assist teammates with their tasks and responsibilities to foster team success.
Requirements:
- Degree in Engineering or related field, or equivalent experience (3–5 years)
- 3–5 years in a technical support or similar professional role
- Prior experience in a customer-facing capacity is essential
- Strong communication skills to explain technical matters clearly to both clients and internal teams
- General knowledge of Linux systems
- Experience in networking and troubleshooting
- Scripting experience
- Ability to read and understand Java or C
- Familiarity with database concepts
- Fluency in English (written and spoken)
Salary Range: $60,000 - $80,000 per annum, depending on experience
Location: Link Group offices
About Us: Link Group is a dynamic organization dedicated to delivering innovative solutions to our customers.
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