Job Summary The Technical Support Specialist is responsible for providing exceptional technical assistance to clients, ensuring their experience is maintained at the highest standard. This role involves resolving support tickets efficiently, handling cases directly, and preventing Service Level Agreement (SLA) violations. Key Responsibilities: - Serve as the first point of contact for clients, providing clear communication and ensuring exceptional service throughout the ticket lifecycle - Efficiently manage, prioritize, and assess incoming support tickets to determine the appropriate action and urgency - Conduct initial ticket review and gather any needed information to assign ticket to the correct group - Monitor ticket queries via the ticketing system and assure the team responds to them in a timely manner - Monitor ticket workflows to ensure adherence to SLAs, taking proactive steps to prevent violations and escalating issues as necessary - Personally manage and resolve select support tickets to maintain quick response times and high-quality client service - Assist with the administration of the ticketing system, including managing business rules, filters, and dashboards to optimize support processes and team performance - Promptly notify Manager of possible support and capacity issues - Build understanding of GlobalLink technologies to better ensure proper ticket assignment - Train and guide less experienced colleagues on GlobalLink and other applications - Manage and generate licenses for some GlobalLink applications - Work in collaboration with other in the Solutions team to post and maintain client requirements or support procedures - Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor