About the Role
The role involves diagnosing and resolving technical problems reported by clients, providing expert guidance, and maintaining system reliability through collaboration with internal teams and timely resolution of incidents.
Responsibilities
- Diagnose and resolve advanced technical issues impacting client systems
- Respond to client inquiries related to software functionality and integration
- Document technical problems and corresponding resolutions in detail
- Escalate complex cases to engineering or development teams when necessary
- Collaborate with cross-functional departments to improve service delivery
- Maintain up-to-date knowledge of platform changes and updates
- Provide post-resolution follow-up to ensure client satisfaction
- Contribute to knowledge base articles and internal documentation
- Monitor service tickets for adherence to response and resolution SLAs
- Identify recurring technical issues and recommend preventive measures
- Support client onboarding with technical configuration guidance
- Assist in testing updates in pre-production environments
- Communicate technical solutions clearly to non-technical stakeholders
- Participate in on-call rotations for critical system outages
- Track metrics related to support performance and ticket volume
- Ensure compliance with data security and privacy protocols
- Coordinate with vendors during third-party integration issues
- Guide junior team members on troubleshooting best practices
- Maintain accurate records of client interactions and resolutions
- Support change management processes for system updates
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with remote and office options
Team
Part of the client support division focused on technical issue resolution
Why Join Us
- Opportunities for professional growth within a global organization
- Supportive team culture that values collaboration and innovation
- Access to learning resources and technical training programs
- Inclusive workplace promoting diversity and employee well-being
What You’ll Do
- Act as a technical point of contact for high-priority client cases
- Analyze system logs and error reports to determine root causes
- Work closely with development teams to replicate and resolve bugs
- Provide input on product enhancements based on client feedback
- Ensure timely communication during incident management
Not available for this position
