Job Description

Technical Support Agent to join our support team. The ideal candidate will provide technical assistance to customers and end-users, resolve product or service issues, and ensure customer satisfaction through timely and effective problem-solving.Key Responsibilities:Respond to customer inquiries via phone, email, chat, or ticketing system.Diagnose and troubleshoot software, hardware, and network issues.Guide users through step-by-step solutions in a clear and professional manner.Escalate complex issues to higher-level support or engineering teams when necessary.Document issues, solutions, and user interactions in the support database.Follow up with customers to ensure issues are resolved.Maintain up-to-date knowledge of company products, services, and system updates.Collaborate with other departments (e.g., engineering, product, sales) to improve the customer experience.Assist in creating and updating technical documentation, FAQs, and help articles.Requirements:Education & Experience:High school diploma or equivalent (required); Associates or Bachelors degree in IT, Computer Science, or a related field (preferred).13 years of experience in a technical support or help desk role.Technical Skills:Proficiency with Windows, macOS, and/or Linux operating systems.Understanding of basic networking concepts (DNS, DHCP, IP/TCP).Experience with support tools and ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).Familiarity with common software applications and remote troubleshooting tools.Soft Skills:Excellent communication and interpersonal skills.Patience and a strong customer-service orientation.Problem-solving mindset with attention to detail.Ability to work independently and as part of a team.Preferred Qualifications:Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP).Experience supporting SaaS products or cloud platforms (e.g., AWS, Google Workspace, Office 365).Work Environment & Schedule:Standard office hours or shift-based schedule (may include evenings/weekends based on support needs).Fast-paced environment with occasional high-pressure situations.
recblid 5db20xg94ip1l0qkcbzpvrz70d78up

Lazard Company

Job Tags

Flexible hours, Shift work, Afternoon shift,

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