Argumentorik-Akademie GmbH is looking for a dedicated Support Specialist to join our team serving a U.S.-based client. You will be the first point of contact for internal users, ensuring their technical issues are resolved efficiently and contributing to a smoother IT operation.
What You'll Do
- Serve as the first point of contact for internal users via phone, email, and internal channels, responding promptly through a softphone queue.
- Create and triage tickets for all inbound support calls.
- Walk end-users through problem-solving with an appropriate level of detail.
- Support Microsoft Outlook users with email archiving, performance, and configuration.
- Execute Microsoft Active Directory tasks like password resets and account unlocks.
- Use remote access tools to troubleshoot and resolve desktop and email issues.
- Escalate tickets by tagging senior technicians or on-site support via Microsoft Teams.
- Contribute to documentation by helping consolidate standard operating procedures.
- Participate in knowledge sharing and propose improvements to workflows.
- Provide exceptional customer service with a proactive and patient attitude.
- Maintain professional communication etiquette across Teams, email, and phone.
What We're Looking For
- 1–2 years of experience in a Help Desk, Service Desk, or IT Support role.
- Solid understanding of Windows operating systems and Microsoft Office 365, especially Outlook.
- Proficiency with Microsoft Active Directory for password resets and account management.
- Experience using remote support tools like GoToAssist, TeamViewer, or AnyDesk.
- Experience with ticketing systems; familiarity with systems like Zendesk or Jira Service Management is valued.
- Ability to manage and prioritize multiple incoming requests during high-volume periods.
- Strong spoken English skills for phone-based support.
- Excellent interpersonal skills with a customer-first mindset.
Nice to Have
- Exposure to documentation or SOP creation.
- CompTIA A+ certification.
Technical Stack
- Windows, Microsoft Office 365, Microsoft Outlook, Microsoft Active Directory
- GoToAssist, TeamViewer, AnyDesk
- Zendesk, Freshservice, Jira Service Management
- Microsoft Teams
Team & Environment
You will escalate tickets to senior technicians or on-site support as needed, working within a collaborative structure.
Benefits & Compensation
- Professional development opportunities with international customers.
- Collaborative work environment.
- Career path and mentorship programs.
Work Mode
This is a local-country position based in LATAM.
Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
