Technical Support Expert
The role of a Technical Support Specialist involves resolving complex customer queries, managing support requests, and ensuring exceptional service to valued clients. This position requires technical expertise, analytical skills, and a customer-focused mindset to deliver high-quality solutions to critical issues.
* Handle incoming calls and open cases in Salesforce
* Monitor the Global Support queue and accept cases in priority sequence
* Analyze and resolve customer-reported issues with timely solutions
* Escalate or re-route cases to appropriate teams as needed
Key responsibilities include delivering specialized technical solutions, providing proactive support, and strengthening partnerships between the Support Team and clients.
Required Skills:
* Utilize Chrome Developer Tools for web application analysis
* Perform API testing and validation using Postman or cURL
* Conduct IIS diagnostics to investigate and resolve Windows Application Server issues
* Configure and troubleshoot Windows ADFS Servers
* Assist customers with database backups, migrations, and SQL troubleshooting