Technical Support Specialist

Here’s a summary of the role:

If you enjoy solving customer problems, getting hands-on with web applications, and digging into issues rather than simply passing them on, this could be a great fit. As a Technical Support Specialist, you’ll support customers using a large SaaS platform, troubleshoot web-based application issues, communicate clearly over phone and email, identify and reproduce bugs, and work with escalation teams when deeper investigation is needed.

Here’s a breakdown of what you’ll do:

• Provide responsive technical support to external customers and internal stakeholders through phone and email, helping them use the SaaS platform effectively.
• Troubleshoot web-based application issues by understanding the customer’s problem, checking relevant settings and history, testing possible solutions, and identifying whether an issue is reproducible.
• Investigate application errors and determine when an issue should be treated as a product bug and escalated to the appropriate Tier 2 or product team.
• Build strong customer relationships by explaining technical concepts clearly to non-technical users and keeping customers informed throughout the resolution process.
• Use product documentation, previous support cases, and available knowledge resources to investigat