Technical Support Specialist

The Technical Support Specialist is a vital role within Partner Services, focusing on collaborating with internal departments and external users to facilitate the setup and maintenance of their system access to our biBERK Service Portal. This position is integral to ensuring seamless technical support, troubleshooting, and continuous improvement of our services. While the listed duties outline primary responsibilities, flexibility is required to adapt to evolving business needs.

Job Responsibilities

• Act as the initial point of contact for partners seeking technical assistance via phone or email

Remote Troubleshooting:

• Utilize diagnostic techniques and relevant questions to perform remote troubleshooting

• Determine the best solution based on partner-provided issue details

• Guide partners through the step-by-step problem-solving process

• Escalate unresolved issues to the next level of support personnel, ensuring seamless transition and clear communication

Product and Service Information:

• Provide accurate information on IT products or services related to the biBERK Service Portal

• Record detailed information about events, problems, and resolutions in logs for future reference

• Follow up with partners to provide status updates on ongoing technical support cases