Technical Support Specialist
Reputation
JavaScriptPythonSpring
Job Level
Mid-LevelSenior
Tech Stack
JavaScriptPythonSQL
About the role
- Diagnose and resolve high-priority, complex technical issues reported by customers, ensuring timely resolution and high customer satisfaction
- Conduct thorough root cause analysis of recurring issues to identify and implement preventive measures
- Ensure high ticket productivity while maintaining a minimal backlog
- Manage and prioritize incidents and service requests using internal tools, ensuring compliance with service level agreements (SLAs)
- Serve as the main escalation point for critical issues and actively participate in customer calls as required
- Provide On Call support in rotation including weekends to provide support for incidents, alerts and monitoring as needed.
- Work with cross functional teams like Sales, Implementation, logistics, Engineering in driving resolution to critical customer issues and drive process improvement initiatives
- Mentor and provide guidance to junior support engineers, fostering a collaborative and learning-focused environment.
- Work closely with cross-functional teams, including engineering, product management, and sales, to address customer needs and feedback.
- Data driven approach in Identify opportunities for improving support processes and tools, and contribute to the development and implementation of enhancements.
- Participate in or lead projects aimed at improving support services, product features, and customer satisfaction
- Maintain deep expertise in the company’s products, services, and technologies, staying updated with the latest developments and industry trends.
Requirements
- 5-8 years of experience in technical support or a related field, with a strong background in troubleshooting and resolving complex technical issues for global customers in the product support space
- Deep understanding of API’s and Knowledge of database tables & SQL
- Proficiency in HTML, CSS, JavaScript and Microsoft excel and intermediate Python
- Ability to work independently with minimal supervision as a member of a team spanning across multiple cultures and time zones
- Outstanding verbal and written communication skills, with the ability to explain technical concepts to technical and non-technical audiences
- Excellent analytical and problem-solving abilities, with a proven track record of resolving complex technical issues.
- Strong customer service orientation, with a commitment to delivering exceptional support experience.
- Flexibility and agility with changing priorities and responsibilities in a fast paced environment
- Ability to create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practices.
