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.
