Job Title:
Sr. Technical Support Specialist
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About the Role:
This position involves delivering exceptional support to customers, resolving complex issues, and ensuring timely solutions.
Main Responsibilities:
* Answer customer calls, identify issues, and provide prompt resolutions via phone or email.
* Monitor the global support queue, prioritize cases, and manage Salesforce data accuracy.
* Troubleshoot customer-reported problems, analyze root causes, and implement effective fixes.
* Offer technical assistance via various channels using sound judgment and discretion.
* Escalate or re-route complex cases to specialized teams while maintaining service level agreements.
Technical Expertise:
* Analyze web applications with Chrome Developer Tools, review network requests, debug front-end issues, and identify JavaScript or API failures.
* Conduct API testing using Postman or cURL, validate responses, and ensure accurate data exchange.
* Investigate IIS and SSL diagnostics on Windows Application Servers to resolve issues efficiently.
* Configure and troubleshoot Windows ADFS Servers, perform remote diagnostics via VPN or RDP, and maintain system integrity.
Key Skills and Qualifications:
* Strong problem-solving skills, analytical mindset, and attention to detail.
* Effective communication, interpersonal skills, and ability to work under pressure.
* Familiarity with Salesforce, API testing tools, and Microsoft technologies (IIS, ADFS, Windows).
* Proficiency in debugging techniques, JavaScript, and front-end development principles.