Job Overview
The Senior Customer Support Specialist plays a pivotal role in delivering exceptional customer service by troubleshooting complex requests, managing the global support queue and backlog.
Key Responsibilities:
* Process incoming telephone calls and case openings in Salesforce to ensure accurate data entry and timely resolution.
* Monitor the Global Support queue and prioritize cases for efficient resolution.
* Investigate and resolve customer-reported issues through thorough analysis and effective communication.
* Provide customer support via multiple channels including email, Teams, and telephone using discretion and technical expertise.
Technical Expertise:
* Analyze web applications using Chrome Developer Tools (Inspector) to identify front-end issues and JavaScript or API failures.
* Utilize Postman or cURL for API testing and validation.
* Conduct diagnostics on Windows Application Servers to troubleshoot IIS and SSL-related issues.