
Technical Support Specialist
2 days ago
Job Summary:
Key Responsibilities- Provide technical support to internal and external users via email, forms or telephone.
- Diagnose and resolve basic technical issues related to Odessa, Platform Tools, and API/network connectivity.
- Perform configuration changes in Odessa to meet user requirements.
- Escalate complex issues to higher-level support teams or Odessa when necessary, ensuring proper documentation of the escalation process.
- Maintain accurate records of user interactions and technical issues in the ticketing system.
- Provide timely follow-up with users to ensure their issues are resolved to their satisfaction.
- Assist with user account management, including password resets and access permissions.
- Contribute to the development and maintenance of knowledge base articles and documentation for common issues and solutions.
- Participate in training sessions and workshops to enhance technical and customer service skills.
- Collaborate with team members to improve support processes and enhance the overall user experience.
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