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Tech Support Expert
3 semanas atrás
We are seeking a skilled Technical Support Specialist to join our team. As a technical support specialist, you will play a vital role in ensuring our customers receive exceptional service and support.
About the Role:
- Provide expert-level technical support for software troubleshooting issues and isolating root causes
- Think quickly and critically to diagnose, investigate, and resolve complex technical problems efficiently
- Guide customers in navigating the platform and its various modules to ensure optimal use and efficiency
- Apply solution engineering principles to design and recommend tailored configurations, integrations, and optimizations that meet customer needs
- Deliver outstanding customer service at every interaction by going above and beyond to provide the 'Magentrix Magic Experience'
- Work closely with internal teams to escalate and resolve complex technical issues, sharing innovative ideas to enhance support processes
- Maintain and update Knowledge Base articles to improve self-service resources for clients
- Provide regular status updates to management, clients, and all relevant stakeholders
Requirements:
- 5+ years of experience in Customer Support/Technical Support roles
- Bachelor's degree in Computer Science, Information Technology, or equivalent
- Fluent in English (spoken and written)
- Strong problem-solving skills with deep investigative and analytical abilities
- Excellent technical writing skills with experience creating clear, concise documentation and knowledge base articles
- Ability to work independently and think outside the box to solve technical challenges
- Ability to work Eastern Time Zone hours (8 AM to 8 PM ET)
- Experience in customer-facing roles with demonstrated communication excellence
Benefits:
- 15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidays
- Opportunities for career advancement and professional growth
- Remote work flexibility
What We Offer:
A dynamic and innovative work environment where you can grow your skills and make a real impact on customer success.
