Technical Support Specialist
2 days ago
This role is a key position within our organization, focused on delivering exceptional support to customers through various communication channels. As the primary point of contact for technical issues and product queries, you will be responsible for resolving customer concerns in a timely and professional manner.
You will work closely with internal teams to collaborate effectively, troubleshoot complex problems, and escalate issues when necessary. Your expertise will be essential in driving continuous improvement and contributing to the development of our knowledge base.
This position demands a strong focus on customer satisfaction, as well as continuous learning across our technology stack. You will interact regularly with software developers and other technical professionals from various backgrounds.
Key Responsibilities:- Resolve customer support incidents via phone, email, and chat services
- Contact and resolve customer issues within defined service level agreements
- Document customer incidents with troubleshooting, root cause, and resolution information
- Follow established processes, policies, and guidelines for collaboration, escalation, and communication
- Contribute to the internal and external knowledge base for faster incident resolution
To succeed in this role, you will need:
- At least 1-3 years of experience in product support, interacting with English-speaking customers over calls, emails, and chat (preferably US-based)
- Strong verbal and written communication skills in English
- Problem-solving skills and good troubleshooting acumen
- Possession of a passion for technology and aptitude to learn technical and business concepts
- Ability to work in high-visibility, high-pressure scenarios
- Willingness to work in rotational 24/7 support shifts, on-call rotations, and off-hours as required
- Familiarity with using ticketing and tech support platforms such as Zendesk, Freshdesk, and Salesforce
- Collaboration skills to identify root causes of technical issues
- Daily collaboration with core engineering teams
- Ownership and driving of technical issues through to resolution
- Proficiency with technical problem-solving methodologies
- Effective communication of technical details to various audiences
- Excellent communication and interpersonal skills
- Strong organizational and time management skills
We offer a dynamic work environment with opportunities for growth and development. This includes:
- Immense growth opportunities and continuous learning
- Collaboration with innovative minds
- Opportunities to explore your entrepreneurial spirit
- An open culture where creativity thrives
- Multiple products to build relationships with
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