Technical Support Specialist
Deliver superior customer service by troubleshooting complex technical issues, managing the global support queue and backlog. Collaborate with internal teams to diagnose, resolve and prevent recurring issues.
In this role, you will combine your technical expertise, analytical thinking and customer-focused mindset to deliver high-quality solutions to critical support cases. You will act as a trusted technical advisor to customers, working closely with colleagues to provide timely solutions via case updates, calls or screen-sharing sessions.
* Review case priority and maintain strict adherence to SLA requirements based on severity and impact.
* Troubleshoot customer-reported issues, identify root causes and provide timely solutions.
* Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams after thorough investigation while maintaining SLA compliance.
You will be responsible for delivering specialized technical solutions to escalated support cases, providing proactive personalized customer experience and strengthening the partnership between the Customer Support Team and clients through technical excellence and accountability.
Key Responsibilities
* Analyze web applications using Chrome Developer Tools (Inspector) to identify front-end issues and JavaScript or API failures.
* 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.
Requirements
* Minimum 8+ years of customer support experience.
* Strong understanding of support operations and troubleshooting methodologies.
* Ability to solve problems efficiently in a fast-paced environment.