Technical Support Escalations Specialist

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Requirements:

• 3+ years of experience in an online customer support role focused on technical investigation and resolution.
• Experience supporting customers through various channels, including email and phone.
• Ability to investigate, identify, and document software bugs.
• Hands-on experience with Zendesk or a similar ticketing system.
• Strong written and verbal communication skills.
• Independent problem-solving capabilities.
• Ability to perform well under pressure.
• Desire for continuous learning and skill development.

Responsibilities:

• Investigate, identify, and document software bugs by reviewing console logs and conducting cross-browser testing.
• Create and document processes for Technical Support operations.
• Translate technical challenges into understandable resources for the support team and customers.
• Participate in the testing of new features and collaborate with the Product team.
• Liaise with Software Engineers regarding customer-reported bugs after initial testing.
• Communicate with customers to verify system compatibility and discuss solutions.
• Provide mentorship to other Technical Escalations Specialist team members.
• Participate in a rotating weekly on-call schedule, including weekends.