Job Title: Technical Support Specialist
* As a technical specialist, you will be responsible for resolving complex technical cases created by customers seeking help to understand or troubleshoot unexpected software behaviors.
* Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of high-quality support services.
* Understanding of platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
* Providing input across business units regarding process and product improvements when working on technical issues for customers.
* Resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.
Key Responsibilities:
* Min 4+ years of related experience within either application technical support or software development environment.
* Demonstrated creative problem-solving approach and strong analytical skills
* Ability to troubleshoot difficult technical issues with ease and complexity.
* Proficient in analyzing log files and standard debugging concepts.
* Personal commitment to quality and customer service.
* Advanced MySQL/Postgres knowledge and hands-on experience (Oracle also helpful but optional).
* Previous experience working in Service/Project Management, SLA Management, Service Catalogue, Customer Service Management, Workflows & Approvals.
* Some understanding of remote administration via PowerShell or any other.
* Excellent communication skills both written and verbal.