Job Description:
We are seeking an accomplished Support Specialist to join our team.
* Troubleshoot complex customer inquiries, manage the global support queue and backlog, and deliver exceptional service for valued customers.
* Cultivate technical expertise, analytical thinking, and a customer-centric mindset to resolve critical support issues.
* Serve as a trusted technical advisor to customers, collaborating closely with internal teams to diagnose, resolve, and prevent recurring issues.
Key Responsibilities:
* Respond to incoming calls and cases in Salesforce, identifying customers, populating case details, and confirming data accuracy.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* Analyze and troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
* Provide customer support via email, Teams, and telephone using discretion, experience, and technical judgment.
* Evaluate and escalate or re-route cases to appropriate teams after thorough investigation while maintaining SLA compliance.
Technical Troubleshooting Skills:
* Analyze web applications using Chrome Developer Tools (Inspector), review network requests, debug front-end issues, and identify JavaScript or API failures.
* Conduct API testing and validation using tools such as Postman or cURL.
* Diagnostics of IIS and SSL configurations to investigate and resolve issues on Windows Application Servers.
Requirements:
* A minimum of 8+ years of customer support experience.
* ERP/MIS background preferred.
* Print industry knowledge is mandatory.
About Our Team:
We are a leading global provider of industry-specific business software technology for print industries.