Job Overview
* We are seeking an experienced professional to troubleshoot complex customer requests, manage the global support queue, and ensure exceptional service.
Key Responsibilities
* Answer incoming calls, open cases, and monitor the support queue in a timely manner.
* Troubleshoot issues, provide solutions, and escalate or re-route cases as needed with precision.
* Collaborate with internal teams to diagnose and resolve technical issues efficiently.
* Document and submit solutions to the knowledge base for future reference.
* Close cases with accurate resolution documentation to ensure customer satisfaction.
Technical Skills
* Analyze web applications using Chrome Developer Tools to identify and resolve issues.
* Perform API testing and validation using Postman or cURL to ensure seamless integration.
* Conduct diagnostics and troubleshoot Windows Application Servers with expertise.
* Assist customers with database backups, migrations, and SQL troubleshooting with accuracy.
Requirements
* 8+ years of experience in customer support with a strong background in ERP/MIS systems.
* Print industry knowledge is mandatory for this role.