Conferring with customers via phone, email, or chat to identify technical or system issues, troubleshoot, repair, and test solutions, documenting findings and escalating when necessary.
Following established procedures to resolve client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.
Responding to complex cases where standard procedures may not apply, using strong technical knowledge and customer-centric communication to deliver effective solutions.
Staying current with software updates and changes to ensure timely and accurate support to customers.
Assisting with system setup, configuration, and the use of programming or integration tools that aid in customization, extension, and integration of products.
Collaborating with internal departments such as customer experience and sales to address and resolve customer concerns.
Supporting team members by mentoring and sharing best practices, and contributing to the department’s knowledge base and FAQs.

Strong problem-solving and troubleshooting skills
Excellent communication skills, both verbal and written
Customer service orientation and the ability to manage multiple priorities
Knowledge of software application fundamentals and related business processes
Ability to work independently and collaboratively in a fast-paced, high-volume environment
3+ years of applicable experience in technical support or a related field
Experience in SaaS or e-Commerce environments
Strong analytical and technical skills with experience troubleshooting SQL or ERP systems
Adaptability and willingness to learn new technologies and processes

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.

Manufacturing Support Specialist

Key skills