Technical Support Specialist

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Requirements:

• Third-level technical education via degree or certification.
• Demonstrated experience in a B2B customer support role.
• Ability to make quick and accurate resolutions.
• Ability to explain complex problems in simple terms.
• Desire to deliver a best-in-class customer support experience.
• Customer-centric mindset and affinity for solving problems.
• Capacity to empathize with users.
• Knowledge of web technologies including HTML, CSS, JavaScript, AJAX, and HTTP.
• Experience troubleshooting web applications and technology.
• Working knowledge of RESTful APIs.
• Experience with web development tools like Chrome Developer Tools.
• A home office setup conducive for remote work.

Responsibilities:

• Provide best-in-class technical support via email.
• Handle phone calls for urgent or escalated issues.
• Diagnose and solve customer problems, escalating when necessary.
• Troubleshoot software and network issues using specific tools.
• Direct users to relevant product documentation and resources.
• Identify gaps in resources and documentation for future support.
• Collaborate across teams to solve problems.
• Plan, organize, and prioritize work.
• Advocate for product improvement.
• Contribute to process and service quality improvement.