Customer Support Expert
We are seeking a skilled Customer Support Expert to join our team. In this role, you will be responsible for troubleshooting complex customer requests and providing exceptional service.
* Deliver high-quality solutions to critical support issues by combining technical expertise, analytical thinking, and customer-focused mindset.
* Act as a trusted technical advisor to customers, collaborating closely with internal teams to diagnose, resolve, and prevent recurring issues.
* Monitor the Global Support queue and accept cases in priority sequence.
You will troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
Technical Troubleshooting Responsibilities
* Analyze web applications using Chrome Developer Tools (Inspector), review network requests, debug front-end issues, and identify JavaScript or API failures.
* Perform API testing and validation using tools such as Postman or cURL.
* Conduct diagnostics to investigate and resolve issues on Windows Application Servers.
* Configure and troubleshoot Windows ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools.
The ideal candidate will have minimum 8+ years of customer support experience, an ERP/MIS background, and knowledge of the print industry. Experience with tools such as Salesforce, JIRA, and Confluence is preferred.
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