Leonardo247 -Level 3 Support, SaaS Applications

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Requirements:

• 3–5 years of experience in a technical support role, specializing in SaaS applications.
• Experience providing Level 3 technical support with advanced troubleshooting.
• Strong analytical skills for troubleshooting complex issues.
• Effective communication skills for interacting with team members and clients.
• Skilled in strategic planning and task prioritization.
• Familiarity with ticketing systems such as Salesforce and Jira.
• Experience working with databases and implementing API solutions.
• Strong knowledge of mobile platforms (iOS, Android) and SSO configurations.
• Knowledge of authentication technologies and cloud platforms like AWS.
• Proficiency in using web-based products across various operating systems.

Responsibilities:

• Provide advanced technical support while ensuring customer satisfaction.
• Take ownership, analyze, and resolve complex technical issues, following them through to their resolution.
• Conduct root cause analysis to address and eliminate recurring customer issues.
• Manage escalations by collaborating with software developers to report, track, and reproduce bug fixes in test environments.
• Interact effectively with various customers to understand issues and communicate resolutions.