Job Description
As a Customer Support Specialist, you will be the first point of contact for customers with technical issues. You will troubleshoot complex problems, manage support queues, and provide timely solutions to ensure exceptional customer service.
You will work closely with internal teams to diagnose and resolve issues. Your key responsibilities include delivering specialized technical solutions to escalated support cases, providing proactive customer experiences, and strengthening partnerships between our team and clients through technical excellence and accountability.
Key Responsibilities:
* 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.
Technical Troubleshooting Responsibilities
You will use a variety of tools and technologies to analyze and resolve complex technical issues. Your skills and experience should include:
* Use Chrome Developer Tools (Inspector) to analyze web applications, 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.
* Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers.
* Configure and troubleshoot Windows ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools.
* Assist customers with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS), write scripts, stored procedures, and queries.
* Utilize network tracing tools (e.g., Wireshark, Fiddler) to diagnose connectivity, latency, or certificate-related issues.
Requirements and Qualifications
To succeed in this role, you should have:
* Minimum 8+ years of customer support experience.
* ERP/MIS background preferred.
* Print industry knowledge is mandatory.
* Experience with tools such as Salesforce, JIRA, and Confluence preferred.
* 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.
* Confident in delegating tasks and providing peer guidance.
Benefits and Requirements
This role offers excellent opportunities for growth and development. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply.
Keyword: CustomerSupport