Job Summary
We are seeking a seasoned Technical Customer Support Specialist to join our team.
This is an exciting opportunity for an experienced professional to leverage their technical expertise and customer-focused mindset to deliver high-quality solutions to critical support issues.
* The ideal candidate will have a proven track record of troubleshooting complex customer requests, managing the global support queue and backlog, and ensuring exceptional service for valued customers.
* You will collaborate closely with internal teams to diagnose, resolve, and prevent recurring issues.
* The role requires strong analytical thinking, technical expertise, and excellent communication skills.
* Key responsibilities include answering incoming telephone calls, opening cases in Salesforce, monitoring the Global Support queue, and troubleshooting customer-reported issues.
* As a trusted technical advisor, you will provide customer support via email, Teams, and telephone using discretion, experience, and technical judgment.
* You will escalate or re-route cases to appropriate teams after thorough investigation, maintain SLA compliance, and allocate resources to ensure efficient issue resolution.
* Ongoing tasks include documenting solutions, submitting knowledge base entries, closing cases, testing, analyzing, organizing, and reporting progress on ongoing customer cases.
* You will work collaboratively with peers and Development teams for environment setup, database capture, and other technical tasks as required.
* In this role, you will utilize technical troubleshooting tools and methodologies to analyze web applications, review network requests, debug front-end issues, identify JavaScript or API failures, perform API testing and validation, and conduct IIS and SSL diagnostics.
* Your background should include ERP/MIS systems, print industry knowledge, experience with tools like Salesforce, JIRA, Confluence, and proficiency in general computing, internet research, and email communication.
* A degree in Technology, Engineering, or related discipline, or equivalent hands-on experience in customer support and enterprise systems is preferred.
* Strong documentation and organizational abilities, data analysis skills, and understanding of web development, SSO, Active Directory, SSL, VPN configuration, network management, and SQL scripting are highly desirable.
Technical Responsibilities
* You will use Chrome Developer Tools (Inspector) to analyze web applications, review network requests, debug front-end issues, and identify JavaScript or API failures.
* You will 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.
* Configure and troubleshoot Windows ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools.
* Assist customers with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS), write scripts, stored procedures, and queries.
* Utilize network tracing tools (e.g., Wireshark, Fiddler) to diagnose connectivity, latency, or certificate-related issues.
* Perform log analysis across web, application, and system logs to identify root causes of performance or access issues.
* Maintain proficiency in analyzing browser console errors, network calls, and response payloads to pinpoint issues in customer environments.
* Participate in proactive system health checks, monitoring server performance metrics and application uptime indicators.
Qualifications and Skills
* 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.
* Self-starter with the ability to work with minimal guidance.
* Confident in delegating tasks and providing peer guidance.
* Willing to work in shifts as required.
* Excellent verbal and written communication skills in English.
* Strong documentation and organizational abilities.
* Data analysis skills (reports, dashboards, and metrics).
* Proficient in general computing, internet research, and email communication.
* Understanding of web development, SSO, Active Directory, SSL, VPN configuration, network management, and SQL scripting.