Technical Support Specialist

As a Technical Support Specialist at Sectigo, you will play a crucial role in providing support to our global customer base, ensuring their digital infrastructure remains secure. Your responsibilities will include: - Serving as the first point of contact for inbound technical support requests via phone, email, and chat. - Delivering prompt, clear, empathetic, and professional responses to customers with varying technical backgrounds. - Conducting structured troubleshooting conversations to identify and document customer issues. - Guiding customers through technical problems using knowledge base articles and support workflows. - Proactively updating customers and internal stakeholders on case statuses throughout the resolution process. In terms of technical troubleshooting and issue management, you will: - Apply strong network and systems troubleshooting skills to diagnose and resolve technical issues. - Utilize internal tools, ticketing systems, and external resources efficiently. - Manage multiple open cases simultaneously, meeting SLA response and resolution targets. - Document all findings, steps taken, and outcomes in the support ticketing system for auditability. - Identify recurring issue patterns and escalate trends to Team Leads for further investigation. Additionally, as part of the team collaboration and knowledge contribution: - Recognize cases requiring escalation and ensure a high-quality handoff to senior support staff. - Collaborate with cross-functional teams to resolve customer issues efficiently. - Contribute to the internal knowledge base by documenting resolved issues and troubleshooting steps. - Follow established support procedures and flag process gaps for improvement. Qualifications Required: - Bachelor's degree in Computer Science, Information Technology, Network Administration, or related field. - Minimum 1 year of experience in technical support or related roles. - Strong written and verbal English communication skills. - Solid understanding of TCP/IP networking fundamentals and troubleshooting methodologies. - Familiarity with DNS, Active Directory, Windows Server, Linux environments, and web technologies. - Certifications such as CompTIA Network+, CompTIA Security+, Cisco CCNA are preferred. Ideal Candidate Profile: - Strong communication and interpersonal skills. - Problem-solving abilities and attention to detail. - Ability to work in different time zones and rotational shifts. - Superior customer service skills and the ability to handle customer support effectively. - Experience working with customers across geographies. - Computer literacy and a team player mindset. Sectigo is an Equal Opportunity Employer, committed to providing equal opportunities based on skills and experience. Our inclusive "One Sectigo" culture ensures a respectful and discrimination-free workplace. As a Technical Support Specialist at Sectigo, you will play a crucial role in providing support to our global customer base, ensuring their digital infrastructure remains secure. Your responsibilities will include: - Serving as the first point of contact for inbound technical support requests via phone, email, and chat. - Delivering prompt, clear, empathetic, and professional responses to customers with varying technical backgrounds. - Conducting structured troubleshooting conversations to identify and document customer issues. - Guiding customers through technical problems using knowledge base articles and support workflows. - Proactively updating customers and internal stakeholders on case statuses throughout the resolution process. In terms of technical troubleshooting and issue management, you will: - Apply strong network and systems troubleshooting skills to diagnose and resolve technical issues. - Utilize internal tools, ticketing systems, and external resources efficiently. - Manage multiple open cases simultaneously, meeting SLA response and resolution targets. - Document all findings, steps taken, and outcomes in the support ticketing system for auditability. - Identify recurring issue patterns and escalate trends to Team Leads for further investigation. Additionally, as part of the team collaboration and knowledge contribution: - Recognize cases requiring escalation and ensure a high-quality handoff to senior support staff. - Collaborate with cross-functional teams to resolve customer issues efficiently. - Contribute to the internal knowledge base by documenting resolved issues and troubleshooting steps. - Follow established support procedures and flag process gaps for improvement. Qualifications Required: - Bachelor's degree in Computer Science, Information Technology, Network Administration, or related field. - Minimum 1 year of experience in technical support or related roles. - Strong written and verbal English communication skills. - Solid understanding of TCP/IP networking fundamentals and troubleshooting methodologies. - Familiarity with DNS, Active Directory, Windows Server