Technical Support Specialist
3 weeks ago
Responsibilities :
- Provide technical support to clients, addressing inquiries, resolving issues, and troubleshooting problems related to software applications and systems.
- Utilize programming languages such as Java or Python to diagnose and resolve technical issues efficiently.
- Demonstrate expertise in working with databases, performing tasks such as data retrieval, manipulation, and analysis to support troubleshooting efforts.
- Develop and maintain scripts (Shell/PowerShell/Python or similar) to automate repetitive tasks and streamline support processes.
- Act as a point of contact for client inquiries, communicating effectively to understand and address their technical needs and concerns.
- Collaborate with internal teams, including developers and engineers, to escalate and resolve complex technical issues.
- Document support activities, including ticket resolution procedures, troubleshooting steps, and solutions, to facilitate knowledge sharing and continuous improvement.
- Identify opportunities to build tools and implement solutions that improve efficiency and enhance the customer support experience.
Skills Required :
- Experience supporting programming languages such as Java or Python, preferably with Java proficiency.
- Proficiency in working with databases, with experience in data retrieval, manipulation, and analysis.
- Strong scripting skills in Shell, PowerShell, Python, or similar languages to automate tasks and streamline processes.
- Proven ability to handle client issues, resolve problems, and troubleshoot technical issues effectively.
- Ability to resolve tickets efficiently and effectively, meeting or exceeding established service level agreements (SLAs).
- Experience in building tools and implementing solutions to address technical challenges and improve support processes.
- Excellent communication and interpersonal skills, with the ability to communicate technical concepts clearly and concisely to both technical and non-technical audiences.
- Strong problem-solving skills, with the ability to think analytically and logically to diagnose and resolve issues.
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