Senior Technical/Product Support Specialist

As a Senior Technical/Product Support Specialist with over 4 years of experience, your primary focus will be on providing advanced technical support, managing client relationships, ensuring SLA adherence, and mentoring Tier I support staff. Here's a breakdown of your key responsibilities:

• Advanced Technical Support (Tier II)
• Handle escalated tickets from Tier I support team
• Research, troubleshoot, and resolve complex technical issues
• Review and manage tickets escalated to Tier II queue
• Document technical findings and solutions for future reference
• Client Relationship Management
• Conduct regular client relationship calls
• Ensure customer satisfaction and proactive issue resolution
• Act as a technical point of contact for key clients
• Upselling & Business Support
• Identify opportunities to upsell products to existing clients
• Recommend additional services based on client needs
• Support account growth and retention initiatives
• Support Operations & SLA Management
• Ensure adherence to defined Service Level Agreements (SLAs)
• Handle inbound phone calls and live chat support
• Prioritize tickets based on urgency and business impact
• Maintain high response and resolution standards
• Team Support & Mentoring
• Assist Tier I (TSR1) team members with technical queries
• Provide guidance and knowledge sharing
• Support training and process improvements
• Miscellaneous & Operational Tasks
• Participate in technical support team projects
• Improve documentation and knowledge base
• Help streamline support workflows and efficiency

You should possess the following key skills:

• Solid Communication Skills, both verbal and written in English
• At least 4 years of experience working with an offshore customer base
• Advanced troubleshooting and problem-solving skills
• Strong client communication and relationship management abilities
• Experience with ticketing systems and SLA-driven environments
• Mentoring and leadership capabilities
• Ability to handle escalations and critical issues
• Documentation and analytical skills

This full-time position requires you to work in person at the designated location. As a Senior Technical/Product Support Specialist with over 4 years of experience, your primary focus will be on providing advanced technical support, managing client relationships, ensuring SLA adherence, and mentoring Tier I support staff. Here's a breakdown of your key responsibilities:

• Advanced Technical Support (Tier II)
• Handle escalated tickets from Tier I support team
• Research, troubleshoot, and resolve complex technical issues
• Review and manage tickets escalated to Tier II queue
• Document technical findings and solutions for future reference
• Client Relationship Management
• Conduct regular client relationship calls
• Ensure customer satisfaction and proactive issue resolution
• Act as a technical point of contact for key clients
• Upselling & Business Support
• Identify opportunities to upsell products to existing clients
• Recommend additional services based on client needs
• Support account growth and retention initiatives
• Support Operations & SLA Management
• Ensure adherence to defined Service Level Agreements (SLAs)
• Handle inbound phone calls and live chat support
• Prioritize tickets based on urgency and business impact
• Maintain high response and resolution standards
• Team Support & Mentoring
• Assist Tier I (TSR1) team members with technical queries
• Provide guidance and knowledge sharing
• Support training and process improvements
• Miscellaneous & Operational Tasks
• Participate in technical support team projects
• Improve documentation and knowledge base
• Help streamline support workflows and efficiency

You should possess the following key skills:

• Solid Communication Skills, both verbal and written in English
• At least 4 years of experience working with an offshore customer base
• Advanced troubleshooting and problem-solving skills
• Strong client communication and relationship management abilities
• Experience with ticketing systems and SLA-driven environments
• Mentoring and leadership capabilities
• Ability to handle escalations and critical issues
• Documentation and analytical skills

This full-time position requires you to work in person at the designated location.