Technical Support Specialist – T3

• Compose thoughtful, personalized responses to customer requests
• Triage incoming requests and identify trends in customer issues for the wider team
• Provide and process accurate, valid, and complete customer information professionally
• Log, manage, and follow up on customer support tickets
• Troubleshoot product-related issues and ensure issues are documented, prioritized, tracked, and resolved
• Perform ad hoc tasks requested by the client
• Monitor client dashboards and platforms and proactively contact customers needing troubleshooting support
• Escalate issues properly and promptly
• Identify opportunities for continuous process improvement
• Deliver service excellence and maximize customer satisfaction
• Work with the external team to maintain product and service knowledge

• Curious and authentic
• Analytical and critical thinker with attention to detail
• Passionate about client satisfaction
• Proactive and self-motivated
• Interested in learning new ideas, processes, and unique requirements; willing to share skills and talents with the team
• Amenable to work on rotating shifts
• At least a bachelor’s degree in any field
• At least 3 years of working experience in Technical Support
• Excellent English communication skills
• Willingness to learn about networks and IT technology
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• Excellent verbal and written communication skills
• Ability to understand and communicate complex ideas to customers verbally and in writing
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to different types of characters
• Available to work US business hours, with flexibility based on operational needs