As a technical support specialist, you will be responsible for troubleshooting complex customer requests, managing the global support queue and backlog, and ensuring exceptional service delivery.
You will collaborate closely with internal teams to diagnose, resolve, and prevent recurring issues. Your key responsibilities include delivering specialized technical solutions to escalated support cases, providing a proactive customer experience, and strengthening partnerships through technical excellence and accountability.
Key Responsibilities
* Answer incoming telephone calls and open cases in Salesforce, identifying customers and confirming data accuracy.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* Review case priority and maintain adherence to SLA requirements based on severity and impact.
* 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 and technical judgment.
* Escalate or re-route cases to appropriate Tier 2 or Tier 3 teams after thorough investigation while maintaining SLA compliance.
* Allocate resources, systems, and solutions to ensure efficient issue resolution.
* Document and submit solutions to the knowledge base with complete technical and procedural details.
* Close cases with accurate and comprehensive resolution documentation.
* Collaborate closely with R&D and Services teams to replicate and resolve complex technical issues.
* Test, analyze, organize, and report progress on ongoing customer cases.
* Ensure accountability and progress tracking through Salesforce reporting and analytics.
* Manage and prioritize active support cases within your queue while maintaining strong communication with customers.
* Make informed case routing decisions, escalating appropriately based on technical complexity.
* Follow up with clients on outstanding queries and provide proactive updates.
* Notify clients about new software releases, coordinating with Marketing to ensure customers are informed of relevant fixes and improvements.
* Collaborate with Tiered Support peers and Development teams for environment setup, database capture, and other technical tasks as required.
Technical Troubleshooting Responsibilities
* Use Chrome Developer Tools 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.
* Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers.
* Configure and troubleshoot Windows ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools.
* Assist customers with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio, write scripts, stored procedures, and queries.
* Utilize network tracing tools to diagnose connectivity, latency, or certificate-related issues.
* Perform log analysis across web, application, and system logs to identify root causes of performance or access issues.
* Maintain proficiency in analyzing browser console errors, network calls, and response payloads to pinpoint issues in customer environments.
* Participate in proactive system health checks, monitoring server performance metrics and application uptime indicators.
Experience Requirements
* Minimum 8+ years of customer support experience.
* ERP/MIS background preferred.
* Print industry knowledge is mandatory.
* Experience with tools such as Salesforce, JIRA, and Confluence preferred.
* Strong understanding of support operations and troubleshooting methodologies.
* Ability to solve problems efficiently in a fast-paced environment.
* Self-starter with the ability to work with minimal guidance.
* Confident in delegating tasks and providing peer guidance.
* Willing to work in shifts as required.
* Excellent verbal and written communication skills in English.
* Strong documentation and organizational abilities.
* Data analysis skills (reports, dashboards, and metrics).
* Proficient in general computing, internet research, and email communication.
* Understanding of web development, SSO, Active Directory, and SSL.
* Hands-on experience with VPN configuration, network management, and SQL scripting.