About the Role

• We are seeking a proactive and technically skilled Senior Technical Support Specialist to join our team.
• This individual will provide advanced technical assistance, oversee complex customer issues, and support the Technical Support team in resolving escalated cases efficiently.
• The ideal candidate is a problem solver with strong communication skills and the maturity to take on leadership responsibilities over time.

Key Responsibilities

• Provide high-level technical support and troubleshooting for complex product and service issues.
• Lead the resolution of escalated tickets and ensure timely feedback to customers.
• Collaborate with development and product teams to identify and resolve recurring technical challenges.
• Mentor and guide junior technical support staff, promoting best practices and knowledge sharing.
• Document technical issues, solutions, and processes to improve team efficiency.
• Assist in the development of support materials such as FAQs, troubleshooting guides, and knowledge base articles.
• Monitor system performance and proactively address potential issues.
• Support training and onboarding for new team members.

Requirements

• Bachelor’s Degree in Computer Science, Information Technology, or a related field.
• 4 – 5 years of experience in technical support or IT systems management.
• Strong understanding of network systems, APIs, and cloud-based platforms.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong interpersonal and communication abilities.
• Ability to work independently and collaboratively in a hybrid environment.
• Familiarity with ticketing tools, CRM systems, and remote troubleshooting tools.
• Soft Requirement: Candidates should preferably be 26 years or older, reflecting the level of maturity and leadership potential expected for this role.