Job Overview:
We are seeking a highly skilled Technical Support Specialist to join our global team. As a key member of our support team, you will play a vital role in ensuring customer success by providing expert technical guidance and support.
Main Responsibilities:
* Provide technical support to customers via various channels, including web, chat, email, case updates, and direct phone calls.
* Troubleshoot and resolve complex technical cases using diagnostic tools and expertise in core functionalities.
* Collaborate with other teams to resolve more intricate issues, utilizing creative problem-solving and a flexible, team-oriented approach.
* Offer valuable feedback on product and process improvements based on customer interactions.
Required Skills & Qualifications:
* Experience in UI development or support.
* Proficiency in two or more of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, or Mobile application development.
* Ability to read and debug Java and JavaScript code (experience writing JavaScript is a plus).
* Experience troubleshooting with browser developer tools.
* Advanced knowledge of cloud/web application components, with experience in Application Support.
* Scripting experience with languages such as JavaScript, Python, Perl, Unix Shell, or Windows Shell.
* Strong understanding of relational databases (e.g. MySQL, Oracle).
* Experience in Object-Oriented programming (Java preferred).
* Proficiency in Linux/Unix or Microsoft Server environments.
* Strong communication skills to clearly articulate complex technical solutions.
* Ability to manage case backlogs and multitask efficiently.
* Proven ability to work professionally with difficult customer issues and escalations.