Technical Support Specialist
2 days ago
We are seeking a skilled professional to join our team as a Technical Support Specialist. This role will involve working directly with valued customers to address their complex post-sales concerns.
The ideal candidate will possess strong analytical skills, be able to network effectively with key contacts, and detail difficult technical issues to both non-technical and technical professionals.
You will participate in technical discussions with multi-functional teams, creating an environment of transparency that leads to better products and cybersecurity.
Your Responsibilities- Provide technical support to customers and partners via phone, email, or online platforms.
- Handle escalations from the front line and Tier 2 technical support teams.
- Offer configurations, troubleshooting, and best practices to customers.
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
- Isolate faults and analyze root causes for technical issues.
- Prepare detailed RCA documents for official submissions to customers.
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base.
- Review technical documentation for training materials, marketing collateral, manuals, troubleshooting guides, etc.
- Collaborate with engineering on bug fixes and product teams on feature requests.
- Contribute to the success of our customers by providing timely and effective technical support.
- Enhance our reputation by delivering exceptional customer experiences.
- Stay up-to-date with industry trends and technologies to provide informed solutions.
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