About the Role
We are seeking a highly skilled and experienced Sr. Technical Support Specialist to join our team.
This is an exciting opportunity for a talented professional with a strong background in technical support and customer service to take on a leadership role within our organization.
The successful candidate will have excellent problem-solving skills, be able to think critically, and possess a high level of technical expertise.
In this role, you will be responsible for providing exceptional technical support to our customers, resolving complex issues, and ensuring timely resolution of customer complaints.
You will also work closely with internal teams to diagnose, resolve, and prevent recurring issues.
This is a challenging and rewarding position that requires a unique blend of technical expertise, business acumen, and excellent communication skills.
Key Responsibilities
1. Troubleshoot complex customer requests, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
2. Monitor the global support queue and accept Salesforce cases in priority sequence.
3. Review case priority and maintain strict adherence to SLA requirements based on severity and impact.
4. Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams after thorough investigation while maintaining SLA compliance.
5. Document and submit solutions to the knowledge base with complete technical and procedural details.
6. Collaborate closely with R&D and Services teams to replicate and resolve complex technical issues.
Technical Troubleshooting Responsibilities
* Use Chrome Developer Tools (Inspector) to analyze web applications, 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).
Requirements
1. Minimum 8+ years of customer support experience.
2. ERP/MIS background preferred.
3. Print industry knowledge is mandatory.
4. Experience with tools such as Salesforce, JIRA, and Confluence preferred.
5. Strong understanding of support operations and troubleshooting methodologies.
6. Ability to solve problems efficiently in a fast-paced environment.
Benefits
We offer a competitive compensation package, including a salary range of $80,000 - $120,000 per year, depending on experience.
Additionally, we provide a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) matching program.
How to Apply
If you are a motivated and experienced technical support specialist looking for a new challenge, please submit your resume and cover letter to us.
We thank all applicants for their interest; however, only those selected for an interview will be contacted.
Keyword: TechnicalSupport