Key Responsibilities of a Technical Support Specialist
This role focuses on delivering specialized technical solutions, providing exceptional customer experiences, and strengthening partnerships between the Customer Support Team and clients through technical excellence and accountability.
* Analyze customer requests, troubleshoot complex issues, and provide timely solutions to ensure optimal customer satisfaction.
* Manage the global support queue, accept cases, and review priority to guarantee prompt responses to valued customers.
* Collaborate with colleagues to resolve technical problems, identify root causes, and implement efficient solutions.
Technical Expertise:
* Utilize Chrome Developer Tools to analyze web applications, debug front-end issues, and identify JavaScript or API failures.
* Perform API testing and validation using Postman or cURL to ensure seamless system integration.
* Investigate and resolve IIS and SSL diagnostics on Windows Application Servers for secure data transmission.
* Configure and troubleshoot Windows ADFS Servers, perform remote diagnostics via VPN or RDP to enhance IT infrastructure.
Requirements:
* Proven expertise in troubleshooting complex technical issues, collaborating with teams, and prioritizing tasks.
* Familiarity with HTML, CSS, JavaScript, and API development to ensure seamless integration of software applications.
* Proficiency in tools like Postman, cURL, and Google Chrome Developer Tools to analyze web applications and debug code.
* Excellent communication and problem-solving skills to effectively manage the support queue and address customer concerns.