Technical Support Specialist

Company DescriptionVNet Technologies Inc. is a leading, proudly Guyanese Information and Communication Technology (ICT) solutions provider. Our vision is to create a better, more connected world by using innovative technology to bridge the digital divide. We are passionate about championing the 'Freedom of Connectivity' and empowering industries—from mining and logistics to government and enterprise—with robust solutions like our TrackPoint Fleet Management system, VSAT/LEO satellite internet, and smart technologies.We believe that exceptional customer support is the cornerstone of our success, and we are looking for a dedicated and friendly technical expert to be the voice of VNet.Role DescriptionAs a Technical Support Specialist, you are the first point of contact for our customers and the primary champion of their success. When a client has a question or a technical issue, you are the calm, knowledgeable, and helpful expert they rely on. You will be responsible for providing timely and effective solutions to a wide range of inquiries related to our connectivity and software services.This role is perfect for a natural problem-solver who has a passion for both technology and helping people. You will not just be closing tickets; you will be building trust, ensuring customer satisfaction, and playing a direct role in maintaining VNet's reputation for service excellence.Key Responsibilities:Front-Line Customer Support: Serve as the primary point of contact for all customer technical inquiries, providing support via phone, email, and our online ticketing system (Zoho Desk).Issue Resolution: Diagnose and resolve common technical issues related to satellite internet connectivity (e.g., slow speeds, no connection), hardware (modem/router reboots), and our software platforms (e.g., TrackPoint user questions).Ticketing & Triage: Log, categorize, and prioritize all incoming support requests with a high degree of accuracy. Manage the lifecycle of a support ticket from creation to resolution.Clear Communication: Provide clear, professional, and step-by-step guidance to customers with varying levels of technical expertise.Documentation: Accurately document all customer interactions, troubleshooting steps, and resolutions in the ticketing system.Escalation: Identify and escalate complex technical issues that require advanced investigation to the System Engineering team or dispatch a Field Technician, providing them with detailed notes.Knowledge Base Contribution: Help build our knowledge base by writing and updating easy-to-understand articles for common issues, empowering both customers and our internal team.Customer Follow-Up: Proactively follow up with customers to ensure their issues have been fully resolved and that they are satisfied with the service.Required Skills:A minimum of 1-2 years of experience in a technical support, help desk, or customer service role within a technology-focused company.A Passion for Customer Service: A genuinely positive, patient, and empathetic attitude with a dedication to providing an excellent customer experience.Excellent Communication Skills: The ability to listen actively and communicate technical solutions clearly and concisely, both verbally and in writing.Strong Technical Aptitude: A solid understanding of basic networking concepts (IP addresses, DNS, Wi-Fi), and experience troubleshooting both hardware and software issues.Problem-Solving Abilities: A logical and systematic approach to identifying and resolving problems.Detail-Oriented: Ability to accurately document information and follow established procedures.Proficiency with standard computer hardware, mobile devices, and Microsoft Office.Preferred Qualifications:An Associate’s Degree or technical diploma in Information Technology, Computer Science, or a related field.Industry certifications such as CompTIA A+ or Network+.Experience with satellite internet (VSAT/LEO) technologies.Direct experience using a help desk ticketing system (e.g., Zoho Desk, Zendesk, Jira).Bilingual abilities are a plus.