Customer Support Specialist
Are you a skilled customer support professional looking for a challenging role that allows you to utilize your technical expertise and problem-solving skills? Do you thrive in fast-paced environments where no two days are the same?
We are seeking an experienced Customer Support Specialist to join our team. As a key member of our support team, you will play a crucial role in delivering exceptional customer service and ensuring timely resolution of complex technical issues.
About the Role
* Provide top-notch customer service via phone, email, and other communication channels.
* Troubleshoot complex technical issues and identify root causes.
* Develop and implement effective solutions to resolve customer problems.
* Work collaboratively with internal teams to ensure seamless issue resolution.
* Maintain accurate records of customer interactions and issue resolutions.
Required Skills 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.
Benefits
* A dynamic and supportive work environment.
* Ongoing training and development opportunities.
* The chance to work with a leading global provider of industry-specific business and production software technology.
Responsibilities Include:
* Deliver specialized technical solutions to escalated support cases.
* Provide a proactive, personalized customer experience.
* Strengthen the partnership between the Customer Support Team and clients through technical excellence and accountability.
Key Responsibilities Include:
* Answer incoming telephone calls and open cases in Salesforce.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions.
Technical Troubleshooting Responsibilities:
* Use Chrome Developer Tools to analyze web applications and debug front-end issues.
* 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.
Education:
Degree in Technology, Engineering, or related discipline, or equivalent hands-on experience in customer support and enterprise systems.