Vacancy expired!
Hello! Our local Cloud based SaaS client is looking for a talented SW Support Specialist. Please inquire to hear more!Responsibilities:
- Provide tier 2 technical support to clients and internal client service’s team to resolve software and integration issues via phone, email, chat, or video call.
- Effectively troubleshoot, replicate, and work with the Product Team and Development Team for workarounds and resolutions for client issues.
- Proactively analyze client configuration for signs of potential issues.
- Document details pertaining to the issue/solution and communicate the results to the client, team, and/or partner.
- Assist where needed with new product releases.
- Act as liaison between Client Success and the Product Team to ensure high impact problems are resolved in a timely and satisfactory manner.
- Identify training and additional technical learning for the Client Success team and coordinate continued training/education where necessary
- Prioritize critical issues, providing direction, and ensuring appropriate client support is delivered in a timely and effective manner.
- Assist in developing internal documentation/resources to support team members where needed.
- Provide insight and feedback on various processes and procedures to maximize efficiency and client satisfaction
- 3+ years of software support experience supporting a web-based application
- Strong understanding of internet fundamentals, including DNS, client-server model, JavaScript and HTML
- Excellent interpersonal skills, highly organized and efficient.
- Excellent written and verbal communication skills.
- Personal characteristics of the ideal candidate include quick thinking and problem solving, flexibility, adaptability, resilience, positive attitude, collaborative nature, self-starter, humble confidence, and an ability to “translate” thoughts among various groups of people.
Vacancy expired!