Job Description
As a technical support professional, you will be responsible for delivering exceptional customer service by troubleshooting complex customer requests, managing the global support queue and backlog, and ensuring timely resolution of critical issues.
You will utilize your technical expertise and analytical thinking to provide high-quality solutions to customers. You will collaborate closely with internal teams to diagnose, resolve, and prevent recurring issues.
Key responsibilities include delivering specialized technical solutions to escalated support cases, providing proactive customer support, and strengthening partnerships between the support team and clients through technical excellence and accountability.
* Answer incoming telephone calls and open cases in Salesforce, identifying customers, populating case details, and confirming data accuracy.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* Review case priority and maintain strict adherence to SLA requirements based on severity and impact.
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Provide customer support via email, Teams, and telephone using discretion, experience, and technical judgment.
* Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams after thorough investigation while maintaining SLA compliance.
* Allocate resources, systems, and solutions to ensure efficient issue resolution.
* Identify customers' operational and business challenges, guiding them and the team toward effective resolutions.
* Document and submit solutions to the knowledge base with complete technical and procedural details.
* Closed cases with accurate and comprehensive resolution documentation.
* Collaborate closely with R&D and Services teams to replicate and resolve complex technical issues.
* Test, analyze, organize, and report progress on ongoing customer cases.
* Ensure accountability and progress tracking through Salesforce reporting and analytics.
* Manage and prioritize active support cases within your queue while maintaining strong communication with customers.
* Make informed case routing decisions, escalating appropriately based on technical complexity.
* Follow up with clients on outstanding queries and provide proactive updates.
* Notify clients about new software releases, coordinating with Marketing to ensure customers are informed of relevant fixes and improvements.
* Collaborate with Tiered Support peers and Development teams for environment setup, database capture, and other technical tasks as required.
Required Skills and Qualifications
* Technical Troubleshooting Responsibilities
1. Use Chrome Developer Tools (Inspector) to analyze web applications, review network requests, debug front-end issues, and identify JavaScript or API failures.
2. Perform API testing and validation using tools such as Postman or cURL.
3. Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers.
4. Configure and troubleshoot Windows ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools.
5. Assist customers with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS), write scripts, stored procedures, and queries.
6. Utilize network tracing tools (e.g., Wireshark, Fiddler) to diagnose connectivity, latency, or certificate-related issues.
7. Perform log analysis across web, application, and system logs to identify root causes of performance or access issues.
8. Understanding of web deployment and troubleshooting for ASP.NET-based applications and related components.
9. Maintain proficiency in analyzing browser console errors, network calls, and response payloads to pinpoint issues in customer environments.
10. Participate in proactive system health checks, monitoring server performance metrics and application uptime indicators.
Benefits
* Opportunity to work with cutting-edge technology
* Collaborative and dynamic work environment
* Ongoing training and development opportunities
Others
* Must be willing to work in a fast-paced environment
* Strong problem-solving and analytical skills
* Excellent communication and interpersonal skills