Expert-Level Technical Support Specialist
Há 2 dias
This is a technical support specialist position that requires providing expert-level support to resolve complex customer issues.
Key Responsibilities:- Complex Issue Resolution: Provide in-depth technical assistance to customers experiencing advanced software and network problems.
- Escalation Management: Act as the primary point of contact for escalated issues, ensuring timely resolution and effective communication with customers.
- Technical Communication: Maintain clear and professional communication with customers throughout the support process.
- Knowledge Base Development: Contribute to and maintain an up-to-date knowledge base, including writing and updating technical documentation and FAQs.
- Training and Mentorship: Provide guidance and mentorship to lower-tier support staff to enhance their technical skills and customer service capabilities.
- Incident Management: Track, document, and manage support incidents using a ticketing system.
- Root Cause Analysis: Conduct thorough root cause analysis on recurring issues and collaborate with relevant teams to implement long-term solutions.
- Experience: A minimum of 2 years of experience in a technical support role.
- Technical Skills: Proficiency in API platforms (Insomnia/Postman), reading JSON/XML logs, and understanding of HTTP protocol.
- Communication: Strong verbal and written communication skills in English, with the ability to convey complex technical information to both technical and non-technical users.
- Problem-Solving: Strong analytical and problem-solving skills, with a proactive and detail-oriented approach.
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