Job Position Overview
This role requires a highly skilled Technical Support Specialist who will troubleshoot complex customer requests, manage the global support queue and backlog, and provide exceptional service for our valued customers.
The ideal candidate will combine their technical expertise, analytical thinking, and customer-focused mindset to deliver high-quality solutions to critical support issues. They will act as a trusted technical advisor to customers, collaborating closely with internal teams to diagnose, resolve, and prevent recurring issues.
Main Responsibilities
1. Respond to incoming telephone calls and open cases in Salesforce, identifying customers, populating case details, and confirming data accuracy.
2. Monitor the Global Support queue and accept Salesforce cases in priority sequence.
3. Analyze case priority and maintain strict adherence to SLA requirements based on severity and impact.
4. Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
Technical Troubleshooting Tasks
* 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.
About This Role
This is an exciting opportunity to join our team as a dedicated Technical Support Specialist. If you are passionate about delivering exceptional customer service and have a strong background in technical troubleshooting, we encourage you to apply.