About the Role
This is a challenging role that requires strong problem-solving skills and excellent customer service abilities.
* Troubleshoot complex customer requests, manage the global support queue, and ensure exceptional service for customers by providing timely and accurate solutions.
* Collaborate with internal teams to diagnose and resolve issues, ensuring minimal downtime and maximum satisfaction for our customers.
Key Responsibilities
* Answer incoming calls, open cases in Salesforce, and verify data accuracy to ensure seamless customer experience.
* Monitor the Global Support queue, prioritize cases based on severity and impact, and allocate resources effectively to meet deadlines.
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Deliver exceptional customer support via email, Teams, and telephone using discretion, experience, and technical judgment.
Technical Troubleshooting Responsibilities
* Analyze web applications using Chrome Developer Tools, review network requests, debug front-end issues, and identify JavaScript or API failures to resolve complex technical problems.
* Perform API testing and validation using tools such as Postman or cURL to ensure accuracy and efficiency.
* Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers, ensuring stability and performance.