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Technical Support Specialist
2 months ago
About the Company:
Meganexus stands at the forefront of rehabilitation information and communication technology, committed to crafting software solutions that empower individuals facing challenges. Our innovative platform is widely adopted across various sectors, including correctional facilities and healthcare organizations, focusing on the unique needs of each user to enhance the effectiveness of tailored interventions.
As a company that champions equal opportunity, Meganexus is dedicated to fostering a diverse and inclusive work environment.
Role Summary:
Key responsibilities include:
- Delivering first-level assistance to both prospective and current clients
- Working alongside the Service Desk Manager to improve service delivery
- Routing complex issues to the relevant teams for resolution
- Ensuring client satisfaction while adhering to service level agreements
- Tracking incidents and requests using the Service Desk Management system
- Maintaining clear communication with clients regarding their inquiries and service requests
- Advocating for the Service Desk during client interactions
- Complying with security protocols and data protection regulations
- Supporting miscellaneous tasks within the service desk team
Growth Opportunities:
- Contributing to the knowledge repository of MegaNexus
- Assisting in training initiatives and conducting root cause analysis
The ideal candidate will demonstrate:
- Familiarity with Software as a Service (SaaS) and web-based platforms
- Understanding of support and service desk operations
- Experience with IT service management tools
- Strong focus on customer service and effective communication
- Excellent time management skills and adaptability
- Proactive approach to task ownership and results delivery
- Team-oriented mindset with a keen interest in web technologies
- Commitment to maintaining product quality and customer satisfaction
- Desire for personal growth and career advancement
- A degree or equivalent professional experience
