Job Description:

We are looking for a detail-oriented and customer-focused Technical Support Specialist to join our team. This role is dedicated to providing technical support for a single core product, ensuring customers receive fast, accurate, and high-quality resolutions to their issues. You will serve as the first line of contact for users experiencing issues or needing guidance, and you will be responsible for managing support tickets from intake to resolution.

Key Responsibilities:

• Serve as the primary point of contact for all technical support.
• Monitor and manage incoming support tickets via our helpdesk system, ensuring timely responses and resolutions in accordance with SLAs.
• Troubleshoot technical issues by replicating problems, identifying root causes, and providing clear and effective solutions.
• Escalate complex or unresolved issues to higher-tier support or development teams, while maintaining communication with the customer.
• Maintain accurate, detailed logs of all interactions and resolutions within the ticketing system.
• Create and update knowledge base articles, FAQs, and internal documentation to support end users and improve self-service.
• Collaborate with product, QA, and engineering teams to relay common pain points, feedback, and potential improvements.
• Assist in onboarding and training new customers or users as needed with a focus on product usability.
• Participate in regular team meetings and contribute to continuous improvement efforts for support processes.

Requirements:

• Strong analytical and problem-solving skills with a customer-first mindset.
• Excellent written and verbal communication skills.
• Ability to explain technical concepts to non-technical users.
• Comfortable working independently and as part of a team.