Provide first-line technical support to customers via phone, email, and other communication channels.
Diagnose and troubleshoot technical issues reported by customers, related to our products or services.
Document customer issues and resolutions accurately and thoroughly in our ticketing system.
Collaborate with cross-functional teams, including engineering and product development, to resolve complex technical issues.
Escalate unresolved issues to appropriate teams and follow up with customers to ensure resolution.
Proactively identify trends and patterns in customer issues and provide feedback to improve product quality and customer experience.
Assist in creating and updating technical documentation, knowledge base articles, and training materials for customers and internal teams.
This role includes a variety of shifts to provide support to our global customer base. Flexibility to work alternative shift hours is essential.

A strong understanding of computer systems, networking, and troubleshooting methodologies.
2+ years of experience in a technical support role, preferably in a software or technology company.
Proficiency in using diagnostic tools and remote support technologies.
Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
Exceptional customer service skills and a strong commitment to customer satisfaction.
Ability to work independently and collaboratively in a fast-paced environment.
Detail-oriented with strong organizational and time management skills.

Technical Support Specialist

Key skills