
Advanced Technical Support Professional
2 weeks ago
Overview of the Role:
You will work closely with valued customers to resolve complex post-sales issues, requiring a strong understanding of methods and techniques for achieving results. You will be an effective communicator, able to explain technical concepts to both non-technical and technical professionals.
Key Responsibilities:
- Respond to user-reported issues within established Service Level Agreements
- Triage customer-reported issues and respond via ticketing system, phone or remote sessions
- Perform advanced troubleshooting at the application and OS levels using relevant expertise
- Identify fault areas and collaborate with appropriate teams to implement fixes
- Provide timely feedback on product development processes regarding customer-reported issues
- Document actions for internal and external communication
- Lead root cause investigations and implement corrective measures
Requirements:
- Critical thinking skills
- Ability to detail technical issues to both technical and non-technical individuals
- Excellent communication skills
- Strong networking skills
- Problem-solving skills in high-pressure situations
Benefits:
- A collaborative environment that fosters open communication
- Ongoing learning opportunities
- Support programs for personal and professional growth
- A culture that values individuality and diversity
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