Technical Support Specialist
We are seeking a skilled Technical Support Specialist to provide exceptional customer support experiences.
Key Responsibilities:
* Support customers on various products, providing advice and guidance on product usage and resolving issues.
* Manage and prioritize workload effectively to achieve deadlines and Key Performance Indicators (KPIs).
* Deliver high-quality services by applying deep customer service and product skills to quickly identify customer issues and determine an appropriate course of action.
* Contribute to knowledge management resources, identifying software defects and/or enhancements, and communicating with product development.
Job Requirements:
* Bachelor's degree or equivalent 3 - 7 years working experience.
* Excellent technical troubleshooting and problem resolutions skills.
* Experience in a technical support role.
* Understanding of case handling processes and R&D development cycles and release management.
* Working knowledge of Windows (Client/Server) and/or LINUX server.
* Experience in installing, configuring, and supporting web applications in Windows and/or Linux environments.
* Working knowledge of Databases - Oracle or MSSQL or MySQL database, SQL scripting.
* Knowledge of Content Management System (CMS), Publishing System, Networks, VMs, Tomcat, Perl, or Java is a must.
Personal Skills:
* Excellent listening, communication, and conflict resolution skills.
* Highly service-minded, driven, enthusiastic, detail-oriented, team-player.
* Tuned in to customer needs and able to represent customer urgency and priority to the rest of the organization.
* Able to shift priorities quickly and display a positive approach when facing obstacles.
This position requires a strong self-study trait to help expedite the product learning process. Strong organizational skills and a desire to see things through are essential for success in this role.