Job Title: Senior Technical Support Specialist
About the Role:
We are seeking a highly skilled and experienced technical support specialist to join our team. As a key member of our customer success organization, you will be responsible for delivering exceptional technical support services to our valued customers.
Your Key Responsibilities Will Include:
* Troubleshooting complex technical issues and providing timely solutions to our customers.
* Managing the global support queue and backlog, ensuring that all cases are resolved in a timely and efficient manner.
* Collaborating closely with internal teams to diagnose and resolve technical issues.
* Providing proactive, personalized customer support and experience.
* Strengthening the partnership between our Customer Support Team and our clients through technical excellence and accountability.
Technical Troubleshooting Skills:
* Use of Chrome Developer Tools (Inspector) to analyze web applications, review network requests, debug front-end issues, and identify JavaScript or API failures.
* API testing and validation using tools such as Postman or cURL.
* IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers.
* Configuration and troubleshooting of Windows ADFS Servers and remote diagnostics via VPN, RDP, or similar tools.
* Assistance with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS), writing scripts, stored procedures, and queries.
* Utilization of network tracing tools (e.g., Wireshark, Fiddler) to diagnose connectivity, latency, or certificate-related issues.
* Log analysis across web, application, and system logs to identify root causes of performance or access issues.
* Understanding of web deployment and troubleshooting for ASP.NET-based applications and related components.
Requirements and Qualifications:
* 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.
* Excellent verbal and written communication skills in English.
* Strong documentation and organizational abilities.
* Data analysis skills (reports, dashboards, and metrics).
* Proficient in general computing, internet research, and email communication.
* Understanding of web development, SSO, Active Directory, and SSL.
* Hands-on experience with VPN configuration, network management, and SQL scripting.
Benefits:
* Competitive salary and benefits package.
* Ongoing training and professional development opportunities.
* A collaborative and dynamic work environment.
* The opportunity to work with a leading global provider of industry-specific business and production software technology for print industries.
How to Apply:
To apply for this exciting opportunity, please submit your resume and cover letter. We look forward to hearing from you.