Job Title:
Technical Support Specialist - Web Applications
Job Summary:
As a Technical Support Specialist, you will troubleshoot complex customer requests, manage technical support queues and backlogs, and deliver exceptional service to our valued customers.
Key Responsibilities:
* Analyze customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Monitor technical support queues and accept cases in priority sequence.
* Review case priority and maintain adherence to service level agreements (SLAs) based on severity and impact.
* Collaborate with cross-functional teams to resolve technical issues and improve overall customer experience.
Technical Skills:
* Expertise in Chrome Developer Tools (Inspector) for web application analysis, debugging front-end issues, and identifying JavaScript or API failures.
* Proficiency in API testing and validation using tools like Postman or cURL.
* Experience with IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers.
* Knowledge of Active Directory Federation Services (ADFS) and ability to configure and troubleshoot Windows ADFS Servers.
* Skills in database management using SQL Server Management Studio (SSMS), including script writing, stored procedures, and query optimization.
* Ability to utilize network tracing tools (e.g., Wireshark, Fiddler) to diagnose connectivity, latency, or certificate-related issues.