
L2 Product Support Specialist
1 week ago
Job Description :
Responsibilities :
- Act as the primary point of contact for escalated L2 user issues, providing support through various channels (email, phone, chat).
- Investigate, analyze, and diagnose complex product issues using strong analytical and problem-solving skills.
- Collaborate effectively with engineering, development, and quality assurance teams to identify root causes, develop solutions, and implement fixes.
- Communicate clearly and concisely with users, both verbally and in writing, to explain technical concepts and provide effective troubleshooting steps.
- Document all interactions, issues, and resolutions thoroughly using internal ticketing systems to ensure knowledge transfer and continuous improvement.
- Proactively identify recurring issues and potential areas for product improvement, working with internal teams to enhance the user experience.
- Stay up-to-date on product updates, features, and best practices to provide exceptional support to users.
Technical Skills (Must-Have) :
- Bachelor's degree in a relevant field (computer science, engineering, or equivalent experience).
- 2+ years of experience in technical support or a related role.
- Strong understanding of core technical concepts and troubleshooting methodologies.
- Excellent analytical and problem-solving skills with the ability to identify root causes of complex issues.
Skills Good to Have :
- Experience supporting similar products or technologies is a plus.
- Familiarity with scripting languages or APIs (if applicable to your products) is a plus.
Qualities & Abilities :
- Excellent written and verbal communication skills with the ability to explain technical information to a non-technical audience.
- Strong customer service orientation and a commitment to resolving user issues efficiently.
- Ability to work independently and manage multiple tasks effectively in a fast-paced environment.
- Excellent collaboration and teamwork skills.
- A passion for learning and staying up-to-date with the latest technologies
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