Technical Support Specialist
Job Description
<p><strong>About the job:</strong></p><p><br></p><p>Software technical support will handle and manage our clients in Europe and the United States</p><p><br></p><p><strong>Job Description</strong></p><p><br></p><ul><li>Software Technical Support will work with clients to resolve issues or questions when using our software.</li><li>Provide highly qualified resources to deploy solutions, including support, onboarding, and training over time.</li></ul><p><br></p><p><strong>Duties and Responsibilities:</strong></p><p><br></p><ul><li>Diagnose, research, troubleshoot and identify solutions to software issues.</li><li>Ask customers targeted questions to quickly understand the root of the problem.</li><li>Talk to clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.</li><li>Properly escalate unresolved issues to software developers.</li><li>Provide accurate feedback to clients.</li><li>Give product demos as required and ensure a successful onboarding process (If needed)</li><li>Document all issues in the tracking system (Jira).</li><li>Refer to internal databases or external resources to provide accurate tech solutions.</li><li>Prioritize and manage several open issues at one time.</li><li>Update team members on key accounts as needed.</li><li>Follow up with clients to ensure their systems are fully functional after troubleshooting.</li><li>Establish and maintain excellent working relationships with all customers at all times.</li></ul><p><br></p><p><strong>Job Requirements</strong></p><p><br></p><ul><li>Bachelor’s degree in information technology or related field.</li><li>At least 2 years of experience in deploying software applications including implementation, support, and user training.</li><li>Fluent in English, spoken and written.</li><li>Experience in a customer-facing role.</li><li>Excellent problem-solving and communication skills.</li><li>Strong troubleshooting, and multi-tasking skills.</li><li>Ability to build trusting relationships.</li><li>Experience with ticketing systems such as Intercom is a plus.</li></ul>
