Technical Support Specialist
5 days ago
This role involves resolving complex technical cases created by customers seeking help to understand or troubleshoot unexpected behaviors or answer technical questions about software and technology platforms.
A successful candidate will provide exceptional customer support experiences, utilizing skills such as building trust, showing empathy, and excellent communication to answer customer questions and resolve issues through various technologies, including web, chat, email, case updates, and direct telephone support.
Understanding the technology platform and its core functionalities is essential. The expert must employ diagnostic tools to isolate potential causes of issues. They are expected to manage and resolve challenging issues assigned to them, coordinating assistance from additional teams for complex cases when necessary.
Technical support experts play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.
Key Responsibilities:- Resolving complex technical cases created by customers.
- Providing exceptional customer support experiences.
- Answering customer questions and resolving issues through various technologies.
- Managing and resolving challenging issues assigned to them.
- Bachelor's degree in computer science or a related field.
- 2+ years providing customer-facing technical support (ITOM applications).
- Good communication skills.
- Ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting, and Windows scripting.
- Ability in server administration across OS platforms (Windows/Unix).
- Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP, and REST.
- Experience with troubleshooting tools such as Wireshark, Traceroute.
- Strong troubleshooting/root cause isolation skills.
- Demonstrated creative problem-solving approach and strong analytical skills.
- Proficient in analyzing log files and standard debugging concepts.
- Familiarity with tools & practices of the trade such as incident management, knowledge base, defect, and escalation management.
- Opportunity to work with cutting-edge technology.
- Chance to develop and grow your career in technical support.
- Collaborative and dynamic work environment.
- Professional development opportunities.
- Excellent problem-solving skills.
- Strong communication and interpersonal skills.
- Ability to work in a team environment.
- Flexibility and adaptability.
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