Job Title: Technical Support Specialist
Sr. Technical Customer Success Analyst
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We are seeking an experienced and skilled technical professional to drive exceptional customer experiences.
* Troubleshoot complex customer requests and manage the global support queue and backlog to ensure timely resolution of critical issues.
* Collaborate closely with internal teams to diagnose, resolve, and prevent recurring issues as a trusted technical advisor to customers.
Key Responsibilities
* Receive and respond to incoming telephone calls and open cases in Salesforce.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* Maintain strict adherence to SLA requirements by reviewing case priority.
* Provide timely solutions via case updates, calls, or screen-sharing sessions to troubleshoot customer-reported issues.
Technical Troubleshooting Expertise
* Analyze web applications using Chrome Developer Tools (Inspector).
* 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.
The ideal candidate will possess a strong understanding of software troubleshooting, printing workflows, and IT infrastructure, as well as excellent verbal and written communication skills in English.
Required Skills:
* Exceptional problem-solving and analytical skills.
* Excellent communication and interpersonal skills.
* Proficiency in software troubleshooting and debugging techniques.
Preferred Qualifications:
* Experience working in a fast-paced technical support environment.
* Knowledge of cloud-based technologies and tools.
* Familiarity with IT service management frameworks and methodologies.