Position Purpose
Technical Support Specialist works closely with our customers and internal teams to ensure a positive customer experience and plays a crucial role in assisting customers with their technical issues, troubleshooting problems, and providing timely solutions.
Responsibilities
- Provide technical support to customers via various channels such as phone, email, and chat;
- Troubleshoot and resolve customer issues related to our products or services;
- Document and track customer interactions and resolutions in our support system;
- Collaborate with cross-functional teams to escalate and resolve complex technical issues;
- Assist in creating and maintaining support documentation and knowledge base articles;
- Identify and communicate customer feedback and trends to the product and development teams;
- Help our product manager to prioritize customer needs;
Requirements
- Proven experience in a technical support role, preferably in a software or technology company.
- Strong knowledge of troubleshooting techniques.
- Familiarity with various operating systems, software applications, and hardware devices.
- Fluent English, with the ability to engage in and sustain technical conversations effectively
- Knowledge of Jira is a plus.
Soft Skills
- Problem-solving skills.
- Excellent communication and interpersonal skills.
- Customer-focused mindset with a passion for delivering exceptional service.
- Ability to work independently and in a team environment.
Work Location: San Giovanni Lupatoto/Remote/Hybrid
Work Schedule: Full-time, Monday to Friday
