Customer Support Solutions Specialist
This role requires a technical expert with analytical thinking and customer-focused mindset to deliver high-quality solutions to critical support issues. The ideal candidate will troubleshoot complex customer requests, manage the global support queue and backlog, and ensure exceptional, timely service for valued customers.
Key Responsibilities:
* Deliver specialized technical solutions to escalated support cases
* Provide a proactive, personalized customer experience
* Strengthen the partnership between the Customer Support Team and clients through technical excellence and accountability
Technical Troubleshooting Responsibilities:
* Utilize Chrome Developer Tools (Inspector) to analyze web applications and debug front-end issues
* Perform API testing and validation using tools such as Postman or cURL
* Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers
Requirements:
* Minimum 8+ years of customer support experience
* ERP/MIS background preferred
* Print industry knowledge is mandatory
The successful candidate will possess excellent verbal and written communication skills in English, strong documentation and organizational abilities, data analysis skills, and proficiency in general computing, internet research, and email communication.