Technical Support Specialist
This position plays a vital role in ensuring exceptional service delivery to valued customers.
* Key Responsibilities:
* Troubleshoot customer-reported issues and provide timely solutions.
* Provide customer support via email, Teams, and telephone using discretion and technical judgment.
* Educate customers on software usage and troubleshooting methodologies.
* Maintain accurate documentation of case resolutions and knowledge base updates.
The ideal candidate will possess strong analytical skills, excellent communication abilities, and the capacity to work independently with minimal supervision.
Required Skills and Qualifications:
* Minimum 8+ years of customer support experience.
* Strong understanding of support operations and troubleshooting methodologies.
* Able to solve problems efficiently in a fast-paced environment.
* Excellent verbal and written communication skills in English.
Benefits:
* A dynamic work environment that fosters growth and development.
* An opportunity to work with a leading global provider of industry-specific business and production software technology.
Others:
* A competitive compensation package.
* A comprehensive benefits program.
Technical Troubleshooting Responsibilities:
* Use Chrome Developer Tools (Inspector) to analyze web applications.
* 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.
Experience Requirements:
* ERP/MIS background preferred.
* Print industry knowledge is mandatory.
Bonus Points:
* Experience with tools such as Salesforce, JIRA, and Confluence preferred.
* Data analysis skills (reports, dashboards, and metrics).
Education:
* Degree in Technology, Engineering, or related discipline, or equivalent hands-on experience in customer support and enterprise systems.