Key Roles and Responsibilities
* Troubleshoot complex customer requests
* Manage the global support queue and backlog
* Deliver timely service
Job Description
We are seeking a highly skilled Technical Customer Support professional to join our team. As a key member of our Graphic Communications team, you will play a vital role in delivering exceptional customer support and technical expertise to our valued clients.
You will be responsible for analyzing web applications and identifying JavaScript or API failures using Chrome Developer Tools, performing API testing and validation, conducting IIS and SSL diagnostics, and configuring and troubleshooting Windows ADFS Servers.
The ideal candidate will have a strong analytical mindset and technical expertise, with a minimum of 8+ years of customer support experience. ERP/MIS background is preferred, and print industry knowledge is mandatory.
Key Areas of Responsibility:
* Specialized Technical Solutions: Delivering specialized technical solutions to escalated support cases
* Proactive Customer Experiences: Providing proactive, personalized customer experiences
* Technical Excellence: Strengthening the partnership between the Customer Support Team and Graphic Communications' clients through technical excellence and accountability
Technical Troubleshooting Skills:
* Web Application Analysis: Analyzing web applications and identifying JavaScript or API failures using Chrome Developer Tools
* API Testing: Performing API testing and validation using tools such as Postman or cURL
* IIS and SSL Diagnostics: Conducting IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers
* Windows ADFS Server Configuration: Configuring and troubleshooting Windows ADFS Servers
Experience Requirements:
* Minimum 8+ Years of Customer Support Experience
* ERP/MIS Background Preferred
* Print Industry Knowledge Mandatory