Technical Support Specialist

The Intern position for our 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. 

Duties:

• 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.

Requirements:

• Strong problem-solving and communication skills.
• Customer-focused with a proactive and positive approach.
• Ability to adapt to changing business needs and priorities.

If you are a tech-savvy individual with a passion for delivering excellent technical support and contributing to continuous improvement, we encourage you to apply for this exciting opportunity within our Partner Services team. Join us in ensuring a seamless experience for our partners using the biBERK Service Portal.