Resolve escalated customer issues independently while communicating effectively via phone, email, or chat using strong customer-centric skills
Troubleshoot complex client-server software application issues, including Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices
Stay up to date with product updates and system changes to provide timely and accurate solutions
Address customer concerns related to installation, operation, maintenance, and compatibility
Perform performance and functional testing to support issue resolution
Develop and maintain processes to gather, track, and triage issues, ensuring proper routing to appropriate teams
Identify trends and patterns across cases to proactively anticipate and prevent future issues
Recommend and contribute to process and strategy improvements in collaboration with team members
Contribute to and utilize internal knowledge base articles and FAQs
Mentor and coach team members to maintain high standards of customer service
Develop expertise in key product areas, including third-party integrations

Comprehensive health and wellness benefits designed to support your overall well-being.
Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
Comprehensive support for international relocations and permanent residency processes.

Senior Manufacturing Support Specialist

Key skills