We are seeking a detail-oriented and customer-focused Technical Support Specialist to join our support team.
Requirements
- Provide technical and application support via phone and email in a professional and timely manner
- Understand the reported issue and ensure an accurate resolution is provided to the customers, backed with complete documentation
- Guide customers through step-by-step solutions and escalate unresolved issues to Level 2 support, if necessary
- Contributes to SOPs, new procedures and updates as needed
- Adherence to specific day-to-day work instructions: case management in Salesforce, reporting, meeting the SLA’s and FCR (First Call Resolution) targets specified by the in-line Manager
