Senior Technical Support Specialist

Our ideal candidate will play a pivotal role in bridging the gap between our Level 1 support team, customers, and the Engineering department. This position requires an individual with exceptional technical expertise, outstanding communication skills, and a proven track record of resolving complex issues.

• Provide in-depth training and technical assistance to the Level 1 support team, ensuring consistent service delivery and adherence to established service level agreements (SLAs).
• Assess, investigate, and resolve customer support tickets escalated by the Level 1 team, utilizing strong analytical skills to identify root causes.
• Accurately document investigative steps and analysis, escalating technical issues to the Engineering team for potential software bugs through the JIRA system.
• Proactively manage e-ticket allocations to the Level 1 team daily, maintain KPI reports, and lead team meetings to enhance KPI performance.
• Monitor the quality of Level 1 responses, maintaining and presenting quality reports to management.
• Share critical knowledge and new product releases with support colleagues, contributing to overall process improvements.
• Manage and track internal escalations and customer issues, ensuring timely and thorough resolutions.
• Collaborate with cross-functional teams to investigate and resolve urgent technical and warranty matters.
• Actively participate in meetings, presenting high-priority issues with relevant data and proposed solutions.
• Contribute to IT projects for system enhancement and testing.
• Maintain current product knowledge and support procedures.

• 5-7 years of experience in a technical support role, with team lead experience highly valued.
• Strong understanding of Windows, Linux, and Mac operating systems.
• Comprehensive knowledge of computer hardware and software drivers.
• Excellent interpersonal and communication skills, fostering strong relationships.
• Professional and enthusiastic communication via phone and email.
• Ability to guide and motivate Level 1 team members.
• Experience with CRM systems (e.g., SAP, Salesforce, Zendesk, etc.).
• Proven ability to manage and resolve stressful customer situations.
• Proficient with Microsoft Office Suite and online applications.
• Ability to work effectively with staff across departments and locations worldwide.
• Capability to work under pressure without losing focus.
• Solid understanding of process and process design.
• Efficient workload management, including e-ticket assignment and progress monitoring for Level 1 team.

We are committed to providing a dynamic and supportive work environment that fosters growth, innovation, and teamwork. Our company culture values diversity, inclusion, and employee well-being.

Our employees enjoy a comprehensive benefits package, including medical, dental, and vision coverage, as well as access to ongoing training and development opportunities.

For consideration, please submit your application, including your resume and cover letter, to the designated contact person. We look forward to reviewing your application and discussing this exciting opportunity with you further.