Senior Tech Support

Key Responsibilities

Technical Support and Issue Resolution:

• Handle complex technical issues requiring deep system understanding and problem resolution.
• Provide Level 2 support and escalate unresolved cases to internal or external teams when necessary.
• Collaborate with L2 and L3 (Development) teams to identify recurring issues and drive permanent solutions.
• Assist in journey optimization and support improvement initiatives.

User Onboarding and Adoption:

• Conduct proactive outbound calls to onboard new users and ensure successful product adoption.
• Provide user login support and guidance on system usage.
• Update user manuals and support documentation as needed.

Monitoring, Reporting, and Analysis:

• Publish weekly Management Information System (MIS) reports on user adoption, product usage, and regulatory compliance.
• Perform trend analysis of production support issues to identify common problem categories.
• Coordinate with cross-functional teams to implement process improvements.

Collaboration and Communication:

• Work closely with internal teams (Engineering, Product, Operations) to address user-reported issues.
• Maintain effective communication with stakeholders to ensure issue transparency and timely resolution.
• Ensure feedback loops from users are captured and communicated to improve customer experience.

Continuous Improvement:

• Develop a deep understanding of user flows and product functionality.
• Proactively suggest optimizations in technical operations and support processes.
• Stay informed about new product releases and features to enhance user guidance.