Help Desk Expert
5 days ago
About the Role:
We are looking for a skilled Help Desk Expert to join our team at SupportNinja.
This role involves providing technical support to customers through various channels, including phone, email, and chat.
The successful candidate will be responsible for identifying and troubleshooting technical issues related to software products or services and providing timely and effective solutions.
To achieve this, you will need to develop and maintain a comprehensive understanding of our software products and services, including REST-based API services, JSON, and scripting, SSO / SAML / ADFS, and general security concepts and controls, Enterprise Email, Telephony, and Web Chat infrastructure and configurations, Reporting, analytics, and data flow across multiple web-based and on-premise platforms.
Additionally, you will need to stay informed about industry trends, updates, and new technologies to better assist customers and improve your technical skills.
You will work closely with cross-functional teams, including developers and product managers, to escalate and resolve complex issues efficiently.
You will also be responsible for creating and updating technical documentation, FAQs, and knowledge base articles to assist customers in troubleshooting common issues independently.
Other responsibilities include conducting training sessions for customers and internal teams on product features and best practices, gathering customer feedback and insights to contribute to the continuous improvement of products and services, and advocating for customer needs within the organization.
The ideal candidate will have a minimum of 3 years of enterprise software support experience and demonstrated ability to troubleshoot basic support and technical issues in complex software environments.
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