Senior Technical Support Specialist
As a key team member, you will be responsible for delivering exceptional technical support to clients. This includes working closely with cross-functional teams from various vendors and departments to assess problems and synchronize functional impacts on operations.
Responsibilities
* Actively problem-solving issues by supporting the execution of brainstorming sessions with stakeholders to assess and identify technological solutions.
* Supporting client management in making informed decisions on how to proceed with problems, incidents, and requests.
* Communicating incidents or requests to colleagues and other teams.
* Alerting / Escalating tickets to superiors for further guidance in case a request or incident is hard to be assessed or solved.
* Maintaining and updating technical manuals, support scripts, and procedures.
* Managing support ticket systems.
* Reporting appropriately on all performed activities.
Requirements
* 4+ years of work experience in Technical or User Support.
* Technical background in IT or information systems.
* Practice with agile and IT service operations methodologies (ITIL certification is a plus).
* Understanding of business concepts like customer experience, customer relationship management, sales, accounting, taxes, logistics, etc.
* Experience supporting eCommerce solutions.
* Familiarity with ALM concepts.
* APIs and microservice architectures.
* Relational databases (SQL, stored procedures, data modeling).
* Software coding and scripting.
* Experience with SQL, KPIs, and dashboards.
* Knowledge of popular programming languages.
This role is highly customer-focused and fast-paced. You may be required to work outside of regular business hours to become available as the first point of contact for stakeholders experiencing technical challenges; and also to coordinate investigations, workarounds, and bug fixes with the team.