We are seeking a skilled professional to fill the role of Technical Support Specialist.
The ideal candidate will provide daily technical support, assisting customers in resolving their software and compliance-related issues. They will work closely with the Sales, Customer Success, Engineering, and Product teams to deliver exceptional support.
Key Responsibilities:
* Drive resolution of customer issues, act as a customer advocate, and maintain happy and satisfied customers
* Follow established service level agreements (SLAs)
* Triage support requests by conducting a first-level investigation of technical product issues
* Provide continuous and timely updates on issue resolution status to customers and key internal stakeholders
* Engage with the Engineering team to ensure timely resolution of customer issues according to SLAs and escalate when necessary to meet those goals
Requirements:
* Excellent written and verbal English communication skills
* University degree with a major in Computer Science, Engineering, or a related technical field
* 2+ years of customer support experience for a commercial software product
* Passion for providing technical support to customers and helping them gain success using client products
* Demonstrated ability to investigate and troubleshoot product issues by reproducing the problem, examining application logs, and reviewing debug messages and stack traces
* Strong problem-solving capabilities in a Software-as-a-Service (SaaS) application environment
* First point of customer contact and an ability to act independently, as well as a willingness to involve a manager and others when in need of assistance
* A quick learner who is inquisitive about new products and features
* Career-minded and willing to take on the responsibilities of learning new software development languages and tools while still maintaining an exceptionally high standard of support delivery
* Trustworthy, team-oriented, and transparent
This role offers opportunities for growth and development, working with a talented team to drive results.