Application Performance Specialist

Há 3 dias

Brasil beBeeSupport Tempo inteiro R$45.000 - R$60.000

Technical Support Role

The role of a Technical Support Specialist involves providing expert-level technical support and managing customer requests in a dynamic environment.

This position requires close collaboration with cross-functional teams to address technical issues and ensure a seamless experience for clients.

  • Responsibilities:
  • Assist customers with technical issues via email, ticketing systems, and live chat.
  • Manage and resolve help desk tickets efficiently, adhering to SLAs and providing timely communication with users on ticket progress and resolutions.
  • Leverage product knowledge to troubleshoot, analyze, and resolve issues related to application functionality, performance, and availability.
  • Participate in on-call rotations to provide after-hours support and ensure continuity in critical issue resolution.
  • Troubleshoot software-related issues and provide effective solutions.
  • Collaborate with Development, QA, IT, and DBA teams to address technical issues, escalating complex cases as needed for timely resolution.
  • Analyze and troubleshoot technical issues, utilizing back-end databases, platform logs, and data mapping to identify solutions effectively.
  • Deliver expert-level support for Tier 1 and Tier 2 tickets, providing a high level of customer satisfaction across all support levels.
  • Monitor system performance proactively, identifying potential issues before they affect the production environment.

Customer Interaction:

  • Respond to and document requests for technical assistance.
  • Ensure customer issues are tracked, monitored, and resolved in a timely manner.

Product Knowledge:

  • Provide guidance on software products.
  • Suggest upgrades when appropriate to enhance client experience.
  • Develop self-help guides and FAQs for customers and team members to assist with common issues and reduce future support requests.

Internal Collaboration:

  • Work closely with other departments to ensure issues are well-documented and addressed.
  • Document support processes and contribute to knowledge bases, ensuring consistent and high-quality service standards.

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