Technical Support Specialist
New
A
AbsorbSaaS LMS
Remote CANFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- Microsoft SQL ServerJiraTroubleshootingTechnical supportConfluenceSaaSZendesk
Requirements
- 3+ years experience in a technical support position (SaaS preferred) or client-facing role
- Basic understanding of core web components
- Exceptional attention to detail
- Proven time-management capabilities
- Excellent communication and active listening skills
- Ability to grasp and explain technical concepts in simple terms
- Previous LMS/E-Learning experience (preferred)
- Technical documentation experience (preferred)
- Zendesk, MSSQL, Jira, Confluence experience (preferred)
Responsibilities
- Resolving the issues through phone, chat, and email communication channels in a fast paced environment.
- Provide excellent client support by engaging clients, providing clear internal and client-facing communications, conducting investigations, and aiding in quick resolution.
- Troubleshoot and perform in-depth investigations to work towards determining the root cause of client/feature issues, next steps, and deliver solutions based on client needs and concerns.
- Manage customer expectations regarding estimated response times for issue resolution.
- Extensively research and document customer technical issues.
- Successfully act as the advocate and voice for the client while simultaneously acting as the voice of the company
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