Job Title:
Technical Customer Support Expert.
As a Technical Customer Support Expert, you will be responsible for providing top-notch technical support to our valued customers. You will troubleshoot complex technical issues, manage the global support queue and backlog, and ensure timely service delivery. Reporting directly to the Senior Manager, Customer Success, you will play a crucial role in driving customer satisfaction, retention, and long-term success.
About this role:
In this position, you will combine your technical expertise, analytical thinking, and customer-focused mindset to deliver high-quality solutions to critical support issues. You will act as a trusted technical advisor to customers, collaborating closely with internal teams to diagnose, resolve, and prevent recurring issues. Key responsibilities include delivering specialized technical solutions to escalated support cases, providing proactive personalized customer experiences, and strengthening partnerships between the Customer Support Team and clients through technical excellence and accountability.
Responsibilities:
* Answer incoming 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.
* Evaluate and prioritize support requests from multiple channels.
* Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams after thorough investigation while maintaining SLA compliance.
* Utilize technical skills to resolve complex customer problems efficiently.
* Identify customers' operational and business challenges, guiding them toward effective resolutions.
* Document and submit solutions to the knowledge base with complete technical and procedural details.
* Close cases with accurate and comprehensive resolution documentation.
Requirements:
- At least 8 years of customer support experience.- Strong understanding of support operations and troubleshooting methodologies.- Ability to solve problems efficiently in a fast-paced environment.- Self-starter with the ability to work with minimal guidance.- Willingness to learn new technologies and processes.- Excellent verbal and written communication skills in English.
Benefits:
As a member of our team, you can expect competitive compensation and benefits package, opportunities for professional growth and development, and a dynamic work environment that values innovation and teamwork. We are an equal opportunity employer committed to diversity and inclusion, and we welcome applications from qualified candidates who share our values. If you're passionate about delivering exceptional customer experiences and want to join a talented team of professionals who make it happen, please apply today.