Technical Solutions Expert
This role combines technical acumen, analytical thinking, and customer-centric mindset to deliver high-quality solutions to critical support challenges.
You will troubleshoot complex customer issues, manage the global support queue and backlog, and ensure exceptional, timely service for valued customers.
* Answer incoming telephone calls and open cases in a CRM platform.
* Monitor the Global Support queue and accept CRM cases in priority sequence.
* Troubleshoot customer-reported issues and provide timely resolutions via case updates, calls, or screen-sharing sessions.
Technical Troubleshooting Responsibilities
* Analyze web applications using Chrome Developer Tools to identify JavaScript or API failures.
* Perform API testing and validation using Postman or cURL tools.
* Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers.