Job Title
Role Summary:
This position involves troubleshooting complex customer issues, managing the global support queue and backlog, and delivering exceptional service to valued customers.
Key Responsibilities:
* Answer incoming calls, identify customers, and populate case details in Salesforce.
* Monitor the Global Support queue and accept cases in priority sequence.
* Troubleshoot issues, identify root causes, and provide timely solutions via case updates or screen-sharing sessions.
* Provide support via email, Teams, or telephone using discretion and technical judgment.
Technical Expertise:
* Analyze web applications using Chrome Developer Tools (Inspector) and debug front-end issues.
* Perform API testing and validation using tools like Postman or cURL.
Requirements:
* Minimum 8+ years of customer support experience required.
* ERP/MIS background preferred for this role.
* Print industry knowledge is essential.