Technical Support Engineer resolving customer issues for Orb's usage - based billing platform. Collaborating with Customer Success, Product, and Engineering teams to enhance customer support experience.
EA
Hybrid Soporte Técnico – Control de acceso
Posted 2 months ago
About the role
- Technical Support Specialist providing assistance to internal and external customers. Responsible for resolving technical issues and improving customer satisfaction through accurate support.
Responsibilities
- Provide reliable technical assistance to internal and external customers.
- Provide professional coverage of Technical Support Helpdesk.
- Support focus on accuracy, timely feedback, and customer satisfaction.
- Drive timely identification, investigation, resolution, root cause analysis and replication of technical issues.
- Build internal relationships to expedite complicated cases.
- Develop broad understanding of customer needs.
- Support the knowledge-sharing mindset, methodology, and tools.
- Help develop Technical Support processes.
- Ensure proper documenting and recording of all activity and communication.
- Address systemic coordination issues.
- Drive timely responses to customer demands by supporting the coordinating efforts of different teams.
- Build business acumen while learning to address customer's technical needs.
Requirements
- Bachelor's degree, or equivalent. Some experience in the field
- Extensive customer facing experience
- Experience in the industry is preferred
- Excellent interpersonal and verbal & written communication skills
- Strong continuous improvement mindset, strong leadership impact
- Experience with Salesforce.com and SharePoint
- Demonstrated experience with Knowledge Management & Call Center Management
- Good administration skills
Benefits
- Health insurance
- Flexible working hours
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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