Senior Customer Support Specialist

We are seeking a Senior Customer Support Specialist with a strong background in computer science or computer engineering. The ideal candidate will have extensive experience in technical support, a deep understanding of SaaS platforms, and the ability to provide solutions to complex technical issues. You will play a crucial role in maintaining the highest level of customer satisfaction through expert resolution of technical queries and issues.

Responsibilities

• Provide advanced technical support to customers via phone, email, or chat.
• Diagnose and troubleshoot complex software issues with a focus on rapid resolution.
• Stay abreast of product updates and changes, ensuring accurate and timely information is provided to customers.
• Collaborate with the development team to report and resolve product bugs and malfunctions.
• Develop and maintain in-depth product knowledge and expertise.
• Create and update technical documentation and user guides.
• Conduct product training sessions for customers and internal teams as needed.
• Monitor and analyze trends in customer issues to provide feedback to the product and engineering teams.
• Lead and mentor junior technical support team members.

Requirements

What we offer

Skills Required

Product Training, Saas, Cloud Computing, Technical Support, Ticketing