Job Title: Senior Technical Support Expert
Key Responsibilities:
* Troubleshoot complex customer issues and resolve them efficiently.
* Manage the global support queue, ensuring timely service to valued customers.
* Collaborate with internal teams to diagnose, resolve, and prevent recurring technical issues.
* Deliver specialized technical solutions to escalated support cases and provide proactive customer support.
* Escalate or re-route cases to appropriate teams while maintaining strict adherence to SLA requirements.
* Document and submit solutions to the knowledge base with complete technical details.
* Closely monitor case priority and ensure efficient issue resolution.
* Act as a trusted technical advisor to customers, providing personalized support and expertise.
Technical Troubleshooting Skills:
* Analyze web applications using Chrome Developer Tools (Inspector).
* Perform API testing and validation using tools such as Postman or cURL.
* Conduct IIS and SSL diagnostics to investigate and resolve Windows application server issues.
* Configure and troubleshoot Windows ADFS Servers using remote diagnostics via VPN, RDP, or similar tools.
* Assist customers with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS).
* Utilize network tracing tools (e.g., Wireshark, Fiddler) to diagnose connectivity, latency, or certificate-related issues.
* Perform log analysis across web, application, and system logs to identify root causes of performance or access issues.
Requirements:
* Minimum 8+ years of customer support experience in the print industry.
* Strong understanding of support operations and troubleshooting methodologies.
* Ability to solve problems efficiently in a fast-paced environment.
* Excellent verbal and written communication skills in English.
* Strong documentation and organizational abilities.
* Data analysis skills (reports, dashboards, and metrics).