Anunciada dia 18 dezembro
Descrição
Job Overview
We are seeking a highly skilled Troubleshooter and Technical Support Specialist to join our team. This role is ideal for individuals with a strong passion for technical problem-solving and customer satisfaction.
* Troubleshoot complex customer requests and manage the global support queue and backlog effectively.
* Provide exceptional, timely service to customers by collaborating closely with internal teams to diagnose, resolve, and prevent recurring issues.
* Deliver specialized technical solutions to escalated support cases and provide a proactive, personalized customer experience.
* Maintain strict adherence to SLA requirements based on severity and impact.
* Evaluate customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Closely collaborate with R&D and Services teams to replicate and resolve complex technical issues.
* Test, analyze, organize, and report progress on ongoing customer cases.
* Manage and prioritize active support cases within your queue while maintaining strong communication with customers.
* Analyze web applications using Chrome Developer Tools (Inspector) to review network requests, debug front-end issues, and identify JavaScript or API failures.
* 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.
