
Technical Support Expert
6 days ago
Customer Support Specialist
As a Customer Support Specialist, you will be responsible for delivering exceptional support to our global customer base. This involves providing timely and efficient solutions to software and hardware problems.
Key Responsibilities:
- Log cases on the IT Service Desk and maintain detailed records of software/hardware issues detected
- Provide initial technical support by answering customer inquiries, solving problems, and providing product information via case, phone, or email in a timely and efficient manner
- Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions
- Escalate to internal or external support resources and Subject Matter Experts when necessary
- Support users in the use of client platforms by providing necessary advice and/or training
- Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or CRM in a timely and efficient manner
Requirements:
- Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desired
- A good understanding of ticketing platforms is an advantage
- Experience with using and troubleshooting SaaS applications
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