IT Chat Support Specialist

Position Overview:
We are seeking a detail-oriented and customer-focused Tier 1 End User Service - Chat Support Specialist to join our End User Services team. This position specializes in providing technical support via Virtual Tech Bar (VTB) live chat while working in close collaboration with our Tier 2 onsite support team. The ideal candidate will excel in troubleshooting, maintaining knowledge base resources, and contributing to the continuous improvement of AI-based support tools.

Responsibilities:

• Provide technical support to end-users through VTB live chat, addressing and resolving a wide range of issues.
• Diagnose and troubleshoot hardware, software, network, and application problems for Windows and macOS platforms.
• Guide users through step-by-step solutions with clear and effective instructions.
• Escalate complex issues to Tier 2 onsite support or other teams, ensuring effective communication and resolution.
• Document interactions and solutions in the help desk ticketing system to support internal tracking and knowledge sharing.
• Collaborate with Tier 2 onsite support to address escalations and ensure seamless resolutions.
• Maintain and update internal and customer-facing knowledge base articles to ensure accuracy, relevance, and ease of use.Create, adjust, and maintain AI tool prompts to optimize Virtual Tech Bar and self-service support capabilities.
• Manage end-user provisioning, including onboarding new hires, processing terminations, and handling access changes or updates for employees throughout their lifecycle.
• Deliver exceptional customer service by addressing user inquiries and issues with empathy, patience, and professionalism.
• Continuously improve processes and stay current with the latest technology trends to enhance support capabilities.
• Support a 24x5 operational environment by being available to work a rotating shift schedule, including North America (NA), Europe, Middle East, and Africa (EMEA), or Asia Pacific and Japan (APJ) shifts.

Profile:

• Proven experience in a Help Desk or Live Chat support role, with a focus on live chat or remote technical support.
• At least one year of technical support experience.
• Strong customer service orientation with a passion for helping users resolve technical issues.
• Excellent written communication skills with the ability to explain technical concepts in a clear and concise manner.
• Proficiency in using live chat tools and help desk ticketing systems.
• Solid understanding of hardware, software, networking, and operating systems.
• Proficiency in Azure, Intune, Office 365, Windows, macOS, and Exchange Online troubleshooting.
• Ability to work collaboratively with Tier 2 onsite support teams to resolve escalated issues.
• Strong problem-solving skills and critical thinking under pressure.
• Exceptional time management skills, capable of handling multiple chat sessions simultaneously.
• Basic knowledge of remote desktop tools and techniques.
• Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.

Skill Set:

• Live Chat Support Experience
• Troubleshooting and Issue Resolution
• Customer Service Excellence
• Proficiency in Azure, Intune, Windows, macOS, and Exchange Online Troubleshooting
• Knowledge Base Management and Maintenance
• AI Prompt Creation and Optimization
• Collaboration with Tier 2 Onsite Support Teams
• Technical Knowledge (hardware, software, networking)
• Communication Skills (written and verbal)
• Help Desk Ticketing Systems
• Problem Solving and Critical Thinking
• Multitasking and Time Management
• Patience and Empathy
• Remote Desktop Tools