Technical Support Specialist

Key Responsibilities

• Deliver comprehensive customer support and technical issue resolution through various electronic channels including email, phone, and LiveChat.
• Actively engage with customers to understand their needs and provide effective solutions to product and technical challenges.
• Educate and guide customers on the effective use of all online products and applications.
• Perform L1/L2/L3 application support, encompassing batch monitoring, in-depth issue diagnosis, troubleshooting, and resolution.
• Conduct thorough incident analysis, pinpoint root causes, implement necessary fixes or workarounds, and ensure meticulous documentation.
• Escalate intricate technical or application issues to appropriate higher support tiers or engineering teams as needed.
• Maintain precise case records and update procedures, FAQs, and technical documentation within the knowledge base.
• Foster close collaboration with Partner Success Managers, Provisioning Data Services, Professional Learning teams, and Educational Consultants to efficiently resolve customer issues.
• Develop deep proficiency in all supported online products and continuously enhance technical knowledge.
• Exhibit empathy, patience, and professionalism when managing customer issues and escalations.

Required Skills and Experience

• 2-4 years of experience in Technical Support, IT Helpdesk, or Application Support.
• Demonstrated experience in L1/L2 support, with exposure to L3 troubleshooting being advantageous.
• Proficiency with CRM and ticketing systems, with a preference for Salesforce.
• Proven capabilities in incident management, root cause analysis (RCA), and effective issue resolution.
• Experience supporting customer-facing applications in a live production environment.
• Aptitude for effective collaboration with cross-functional and global teams.
• Exposure to databases like MySQL or SQL Server, and experience handling Excel/CSV data is a plus.
• Excellent communication, problem-solving, and documentation skills are essential.

Education

Candidates with any post-graduation or graduation degree are encouraged to apply.