Job Opportunity
Job Description
The position of a Senior Technical Customer Support Specialist involves resolving complex customer inquiries, overseeing the global support queue, and providing exceptional service to valued clients.
* Deliver customized technical solutions to escalated support cases.
* Provide proactive, personalized customer experiences.
* Enhance partnerships between the Customer Support Team and clients through technical excellence and accountability.
Key Responsibilities:
* Respond to incoming telephone calls and open cases in Salesforce.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* Analyze customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Escalate or re-route cases to appropriate teams after thorough investigation while maintaining service level agreements.
Technical Troubleshooting Responsibilities:
* Utilize Chrome Developer Tools (Inspector) for web application analysis.
* 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.
Required Skills:
* Strong analytical and problem-solving skills.
* Excellent communication and interpersonal skills.
* Ability to work independently and collaboratively as part of a team.
* Familiarity with Salesforce and other customer support software.
Benefits:
* A dynamic work environment with opportunities for growth and development.
* A competitive salary and benefits package.
* The chance to work with a talented team of professionals.
About This Role:
* This is an exciting opportunity for a skilled technical professional to join our team.
* We are looking for someone who is passionate about delivering exceptional customer service and has a strong background in technical support.