Technical Support Specialist

In this role, you will be responsible for responding to, diagnosing, resolving, and tracking customer support queries through various channels such as phone, email, chat, and social media. It is crucial to maintain response and resolution speed as per the defined Service Level Objectives (SLOs) while ensuring high customer satisfaction scores and adhering to quality standards in at least 90% of cases. Your key responsibilities will include: - Utilizing the existing knowledge base to provide a customer-facing root cause assessment. - Providing customers with bug progress summaries using available tools and platforms. - Handling escalations raised by customers and partners effectively. - Assisting in case resolution by handling consults from lower tiers. Additionally, you should be prepared to work across multiple rotational shifts, including night shifts. It is essential to have the flexibility to thrive in a diverse environment, navigate cultural and language differences, and be an effective communicator. (Note: No additional details about the company were provided in the job description) In this role, you will be responsible for responding to, diagnosing, resolving, and tracking customer support queries through various channels such as phone, email, chat, and social media. It is crucial to maintain response and resolution speed as per the defined Service Level Objectives (SLOs) while ensuring high customer satisfaction scores and adhering to quality standards in at least 90% of cases. Your key responsibilities will include: - Utilizing the existing knowledge base to provide a customer-facing root cause assessment. - Providing customers with bug progress summaries using available tools and platforms. - Handling escalations raised by customers and partners effectively. - Assisting in case resolution by handling consults from lower tiers. Additionally, you should be prepared to work across multiple rotational shifts, including night shifts. It is essential to have the flexibility to thrive in a diverse environment, navigate cultural and language differences, and be an effective communicator. (Note: No additional details about the company were provided in the job description)