Job Title: Technical Support Expert
The role of a Technical Support Expert involves delivering exceptional service to customers by troubleshooting complex requests, managing global support queues and backlogs. This position requires a combination of technical expertise, analytical thinking, and customer-focused mindset.
Key responsibilities include:
* Handling incoming telephone calls and opening cases in Salesforce, identifying customers, populating case details, and verifying data accuracy.
* Monitoring the global support queue and accepting Salesforce cases in priority sequence.
* Troubleshooting customer-reported issues, identifying root causes, and providing timely solutions via case updates, calls, or screen-sharing sessions.
* Providing customer support via email, Teams, and telephone using discretion, experience, and technical judgment.
Technical troubleshooting responsibilities involve:
* Utilizing Chrome Developer Tools (Inspector) to analyze web applications, review network requests, debug front-end issues, and identify JavaScript or API failures.
* Performing API testing and validation using tools such as Postman or cURL.
* Conducting IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers.
This role requires strong problem-solving skills, attention to detail, and effective communication to deliver high-quality solutions to critical support issues.