Technical Support Specialist
2 days ago
Award-winning organizations rely on dedicated professionals like you to deliver world-class client experiences while fostering dignified work environments.
We are a dynamic global team, united by our passion for connecting diverse people with common values to drive impactful outcomes.
Your Key Role in Delivering Outstanding SupportThis position is primarily responsible for providing hands-on technical troubleshooting, feature explanation, and best practice guidance for our innovative product.
The successful Technical Support Advocate maintains efficiency, professionalism, and an in-depth understanding of our services and team needs to consistently deliver top client satisfaction.
Exceptional customer support requires a deep focus on technical skills, effective communication, and proactive problem-solving abilities.
Our Expectations from YouWe seek impact-driven individuals passionate about delivering exceptional results, championing our core values: Curious, Dynamic, and Authentic.
Our team members embody these principles, demonstrating a growth mindset, adapting to evolving technologies, and advocating for continuous improvement.
Key Responsibilities- Provide seamless technical support via phone, email, and chat channels
- Respond promptly to inquiries in line with established SLAs
- Diagnose and resolve complex technical issues efficiently
- Escalate critical issues appropriately, ensuring minimal disruption to clients
- Stay updated with emerging technologies and process changes through ongoing training and professional development
- Participate in knowledge sharing sessions to enhance team expertise
- Deeply understand our products, services, and market trends to inform strategic decision-making
- Ensure consistent customer satisfaction through timely responses and personalized support
- Collaborate effectively with cross-functional teams to achieve business objectives
- At least 3 years of technical support experience, supporting customers via multiple communication channels
- Basic knowledge of web and mobile applications, with a focus on SaaS platforms
- Experience working in a fast-paced environment with high-volume interaction handling skills
- Ability to thrive in a dynamic setting with minimal supervision
- Metrics-driven approach to quality control and process improvement
- Strong conflict resolution, communication, and interpersonal skills
- Creative problem-solving abilities, with a focus on efficiency and effectiveness
- Good judgment, empathy, and the ability to work independently
- Support company initiatives and contribute to project development
- Identify opportunities for growth and share insights to drive continuous improvement
- Gather customer feedback to inform product development and service enhancements
- Experience working remotely with limited supervision
- Knowledge of SQL and database management systems
- Experience with log-monitoring tools like Datadog
- Proficiency in English (written and spoken)
Enjoy comprehensive benefits including Private Health Insurance, Paid Time Off, and Training & Development Opportunities.
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