Technical Solutions Expert
We are seeking an experienced Technical Solutions Expert to deliver high-quality solutions to critical support issues. The ideal candidate will provide a proactive and personalized customer experience, strengthening the partnership between our customer support team and clients through technical excellence and accountability.
* Key Responsibilities:
* Answer incoming telephone calls, identify customers, and populate case details accurately in Salesforce.
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams while maintaining SLA compliance.
* Document and submit solutions to the knowledge base with complete technical and procedural details.
* Collaborate closely with R&D and services teams to replicate and resolve complex technical issues.
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.
* Investigate and resolve issues on Windows Application Servers using IIS diagnostics.
Requirements
* Proven experience in technical support and problem-solving.
* Excellent communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Strong analytical and troubleshooting skills.