Duties & Responsibilities

Engage with customers via phone, email, and chat to diagnose technical or system issues, perform troubleshooting, and test and implement solutions. Escalate cases when necessary with comprehensive documentation.
Follow standard procedures to investigate and resolve client-server application issues involving Microsoft SQL, web servers, network printers, and client printers.
Utilize strong interpersonal and technical skills to resolve issues where standard procedures may not apply, ensuring a customer-focused approach at all times.
Stay current with product updates and software changes to deliver accurate and efficient support.
Assist customers with system setup, configuration, and the use of programming and integration tools for customizing and extending product functionality.
Collaborate with internal departments such as Customer Experience and Sales to address cross-functional concerns and ensure customer satisfaction.
Provide mentorship and guidance to other team members to foster continuous learning and improvement.
Contribute to and utilize internal knowledge base articles and FAQs to promote efficient case resolution and knowledge sharing.

Knowledge, Skills & Abilities

Excellent verbal and written communication skills.
Strong focus on customer experience and satisfaction.
Solid understanding of system application fundamentals and related business processes.
Demonstrated problem-solving and troubleshooting abilities.
Experience working in a high-volume support environment.
Familiarity with SaaS or e-Commerce platforms is a plus.

Qualifications

3+ years of relevant technical support experience.
Industry-specific knowledge in financial, manufacturing, retail, or distribution processes.
Proficiency with Microsoft SQL, ERP applications, and Windows Server
Experience with database administration, software installation, and configuration.
A collaborative mindset and eagerness to mentor and grow within a team environment.

Technical Application Specialist - E10/Kinetic