Senior Customer Support Specialist

We are seeking a Senior Customer Support Specialist with a strong background in computer science or computer engineering. The ideal candidate will have extensive experience in technical support, a deep understanding of SaaS platforms, and the ability to provide solutions to complex technical issues. You will play a crucial role in maintaining the highest level of customer satisfaction through expert resolution of technical queries and issues.

Responsibilities

• Provide advanced technical support to customers via phone, email, or chat.
• Diagnose and troubleshoot complex software issues with a focus on rapid resolution.
• Stay abreast of product updates and changes, ensuring accurate and timely information is provided to customers.
• Collaborate with the development team to report and resolve product bugs and malfunctions.
• Develop and maintain in-depth product knowledge and expertise.
• Create and update technical documentation and user guides.
• Conduct product training sessions for customers and internal teams as needed.
• Monitor and analyze trends in customer issues to provide feedback to the product and engineering teams.
• Lead and mentor junior technical support team members.

Requirements

• Bachelor's degree in Computer Science, Computer Engineering, or a related field; Masters degree preferred.
• Minimum of 5 years of experience in technical support, ideally in a SaaS environment.
• Strong problem-solving skills and ability to handle complex technical queries.
• Excellent communication and customer service skills.
• Deep understanding of software, databases, and cloud technologies.
• Proficiency in ticketing, chat software.
• Ability to work independently and in a fast-paced startup environment.

What we offer

• A competitive salary and benefits package.
• Opportunities for professional growth and advancement.
• A dynamic, creative, and supportive work environment.