Job Description:
We are seeking a highly skilled and motivated Technical Support Specialist to join our team.
The ideal candidate will possess strong technical expertise and a practical understanding of various web technologies, identity and access management, and enterprise-level customer support.
This role requires a proactive individual who can manage complex cases effectively and provide exceptional customer service.Key Responsibilities:
Provide technical support to enterprise-level customers across multiple channels, including correspondence, live chat, screen-share, and phone.
Utilize strong technical knowledge in web technologies, Identity and Access Management (SSO, IDPs, Provisioning), Graph and SCIM APIs, and more.
Manage and resolve complex issues related to webhooks, live streaming, mail servers, networks, MAM/MDM/EMM, ensuring customer satisfaction.Operate fluently with various operating systems (Windows, Mac, iOS, Android), Microsoft Suite, and ticket management software (e.g., Zendesk, Salesforce).
Self-manage and solve problems with minimal supervision, demonstrating the ability to absorb and synthesize high volumes of technical documentation and product information.
Handle 20-25 complex cases daily, employing structured multitasking and prioritization skills.Use critical thinking and analytical skills to isolate, investigate, reproduce, and resolve hardware and software issues using advanced troubleshooting tools.
Collaborate effectively in a cross-functional team environment, adapting swiftly to constant product and process changes.Maintain a high level of attention to detail and diligence in following processes and procedures, providing feedback for improvement opportunities.
Communicate confidently and empathetically, building rapport with customers through both verbal and written communication.Qualifications:
Minimum 2 years of experience in supporting enterprise-level customers via multiple support channels.
Strong technical knowledge and practical understanding of web technologies and identity management.
Experience with operating systems, Microsoft Suite, and ticket management software.
Proven ability to absorb complex information from multiple sources and manage high volumes effectively.
Excellent critical thinking, analytical, and troubleshooting skills.
Collaborative mindset with strong interpersonal skills for cross-functional teamwork.
Flexibility and agility in adapting to a fast-paced and constantly evolving environment.
Detail-oriented with strong process adherence and feedback provision.
Preferred Experience:
Background in a support tiered model.
Certifications in relevant technical areas
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