Technical Support Specialist
Description
As a Technical Support Specialist, you will play a crucial role in ensuring our products operate flawlessly and our customers receive world-class support. Join us in this ambitious journey and be part of a team that values your skills and your drive to make a difference!
Responsibilities
- Communicate effectively with customers across multiple channels, including chat, emails, phone calls, and ticketing systems.
- Provide outstanding Tier 3/4 support services to meet customer SLAs and ensure timely issue resolution.
- Identify, troubleshoot, and solve intricate technical issues through guidelines and teamwork with diverse teams.
- Work closely with R&D, Customer Support, and other departments to address product issues and drive long-term solutions.
- Monitor, prioritize, and track the progress of all reported incidents and requests.
- Manage important blocking issues, ensuring smooth handling during both regular and off-hours as part of on-call duties.
- Maintain transparency and clear documentation for all technical issues, ensuring visibility within and across teams.
- Contribute to continuous improvement by identifying patterns and suggesting process or product improvements.
- Develop and upkeep knowledgebase articles to assist internal and external collaborators.
Requirements
- Proactive, motivated, and responsible individual capable of excelling in a dynamic environment. (required)
- Availability for 24/7 on-call support during critical issues. (required)
- Excellent verbal and written English communication skills – Must. (required)
- Strong organizational, analytical, and teamwork skills – Must. (required)
- Additional language skills, such as Spanish, are an advantage. (preferred)
- Demonstrated capability to troubleshoot and resolve technical issues in intricate settings with a solid customer-focused approach. (required)
- Minimum of 2 years of experience in a technical support or service operations position – Beneficial. (preferred)
- Understanding of web technologies and client/server applications – Advantage. (preferred)
- Experience with SQL and web debugging tools – Advantage. (preferred)
- Bachelor’s degree in Computer Science, Software Engineering, or equivalent experience – Advantage. (preferred)