Job Description
We are looking for a skilled Technical Solutions Specialist to join our team. In this role, you will be responsible for resolving technical cases created by customers seeking help with understanding or troubleshooting unexpected behaviors or answering technical questions about the software and platform.
A successful candidate will be committed to providing excellent customer support experiences, utilizing skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.
Understanding the software and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue.
The specialist is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases.
Creative problem solving, a collaborative nature and flexibility will be key to success.
Qualifications and Skills
* Experience in a customer-facing technical support or troubleshooting role
* Troubleshooting: Demonstrated experience and ability to troubleshoot and resolve complex technical issues in a structured way
* Technical Skills:
o Ability to read Java/JavaScript code
o Ability to debug browser and HTML-related issues
o Familiarity with ServiceNow (preferred)
Benefits
As a Technical Solutions Specialist at our company, you will have the opportunity to work in a dynamic environment with a talented team. You will be challenged to think critically and develop creative solutions to complex problems.
Work Environment
We approach our work with flexibility and trust. Our distributed work environment allows employees to work remotely and collaborate with colleagues across the globe.