Technical Support Specialist

Responsibilities:

Youll be part of our front-line support team working directly with customers and partners to resolve issues or effectively escalating and translating the requirements of technical issues.

You will be the first line of escalation for other support agents when they need help answering customer queries or working directly with customers and partners.

You will be the first point of contact for the wider team when they are collaborating with customer support on technical issues.

Required Skills, Abilities and Qualifications :

Familiarity with desk/ticketing solutions, with knowledge of Salesforce and Zendesk preferred.

Expertise in Microsoft Office Suite.

Familiarity with standard software management tools such as Jira and Confluence.

Understanding of RESTful APIs, webhooks, and Single Sign-On (SSO) preferred.

Intermediate knowledge of authentication technologies (SAML, JWT).

Basic understanding of SaaS integrations.

1+ years of experience in customer support via live chat, email, and phone, preferably in software applications/products. Experience with SaaS/Cloud software support is a plus.

Who we're looking for:

Strong written, oral, and interpersonal communication skills with the ability to initiate and manage relationships over the phone.

Excellent listening skills to fully understand customer needs and frustrations.

Proficient in analysis, troubleshooting, and problem-solving.

Ability to communicate complex technical topics clearly to users of varying technical expertise.

Skill in prioritizing and escalating customer issues effectively.

Adaptability to rapidly changing environments and customer requirements.

Strong analytical skills to evaluate, solve, and document customer issues for escalation.

Commitment to follow through and resolve problems diligently.

Strong sense of urgency and accountability.

Ability to self-manage and maintain flexible working hours.

Ability to work remotely while actively contributing to a global team.