Careers

Position Overview:

The Technical Support Specialist provides first-line technical assistance to clients and end users, ensuring quick resolution of platform-related issues and maintaining high levels of client satisfaction. The role involves troubleshooting, managing support tickets, and collaborating with other departments to improve the client experience.

Key Responsibilities

1.Ticket Management and Resolution:

•  Manage incoming support tickets through the ticketing system, ensuring timely responses and resolutions.
• Prioritize issues based on urgency and impact, adhering to defined service level agreements (SLAs).
• Escalate complex issues to Product Development or Project Management, providing detailed documentation for efficient resolution.

• 2. Troubleshooting and Technical Assistance:
•   Diagnose and resolve technical problems related to platform functionality, integrations, and configurations.
• Assist clients with platform setup, troubleshooting, and usage best practices.
• Conduct live troubleshooting sessions with clients to address critical or real-time issues.




3.Proactive Monitoring and Issue Detection:

•  Monitor system health to identify potential issues before they impact clients or end users.
• Report recurring issues and trends to Product Development for potential fixes or feature updates.
• Communicate proactively with clients about potential disruptions or updates.




4.Knowledge Base and Documentation:

•   Develop and maintain a comprehensive knowledge base, including FAQs, troubleshooting guides, and training materials.
• Regularly update self-service resources based on new features, updates, and resolved issues.
• Share insights with the Customer Success Manager to align on solutions and best practices.




5.Client Training and Support:

•  Provide technical guidance during client onboarding, ensuring a smooth transition to the platform.
• Deliver training sessions to clients on new features and system updates.
• Support Customer Success initiatives by addressing technical aspects of client success plans.




6.Feedback Collection and Reporting:

•   Gather and document client feedback on platform usability, identifying areas for improvement.
• Generate regular reports on ticket resolution times, support trends, and client satisfaction scores.
• Collaborate with Customer Success to share actionable insights that enhance client outcomes.

 Qualifications

• Bachelor’s degree in Computer Science, IT, or a related field.
• 2+years of experience in technical support or a similar role, preferably in SaaS or technology companies.
• Strong problem-solving skills and technical troubleshooting abilities.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Familiarity with ticketing systems (e.g., Zendesk, Freshdesk) and CRM tools.
• Basic understanding of chatbot platforms, APIs, or SaaS architecture is a plus.