Job Description
Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.
Identify, resolve or manage the resolution of system issues.
Troubleshoot platform issue raised by clients or internal and escalate to the next level if can’t be solved beyond the expertise.
Communicate to other department and teams keeping stakeholders and management informed.
Updating and managing Knowledge base.
Manage escalation process of issues from L1.
Mentor Technical Support Specialists (L1) to help them understand more complex issues/configurations.
Own and track tasks within SLAs.
Specialist Knowledge/Experience Required
- Experience in a relevant position;
- Experience in software testing and correction...