Technical Support Professional

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Job Description:

  • Respond to customer inquiries via phone, email, and chat
  • Diagnose and troubleshoot software issues reported by end-users
  • Provide step-by-step technical assistance for application problems
  • Support enterprise software applications across complex customer environments
  • Identify, document, and resolve software bugs and issues
  • Own complex or escalated technical issues and coordinate with Development, QA, and Product teams
  • Escalate issues to higher-level support or development teams when necessary
  • Follow up with customers to ensure issues are fully resolved
  • Maintain customer satisfaction through courteous and efficient support
  • Provide customers with regular support-ticket status updates
  • Document support requests, troubleshooting steps, and resolutions in the ticketing system
  • Create and update knowledge base articles and technical documentation
  • Maintain accurate records of customer interactions and support activities
  • Provide feedback on recurring issues and suggest improvements to Development, QA, and Product teams
  • Participate in team meetings and training sessions
  • Support coordination of day-to-day team activities, customer coverage, and request prioritization when required
  • Provide guidance and support to colleagues and promote knowledge sharing
  • Identify support-request trends and recommend improvements to software performance and user experience
  • Stay current with software updates, industry trends, and support best practices
  • Contribute to team processes, technical knowledge, and support practices
  • Perform other duties as assigned

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent relevant professional experience (Essential)
  • Proven experience in a technical support or help desk role (Desirable)
  • Experience supporting enterprise software applications in complex customer environments (Desirable)
  • Experience with software troubleshooting and diagnostic tools (Desirable)
  • Familiarity with ticketing systems and customer support software, e.g., Salesforce and JIRA (Desirable)
  • Familiarity with i2 Software (Desirable)
  • Previous experience in a senior, lead, mentoring, or coordinating role within a technical support environment (Desirable)
  • Proficiency in Windows, macOS, and Linux (Desirable)
  • Knowledge of relational database systems including MS SQL, MS Access, DB2, Postgres, or Oracle (Desirable)
  • Understanding of networking fundamentals and protocols (Desirable)
  • Ability to troubleshoot enterprise applications, operating systems, databases, and network environments (Desirable)
  • Excellent communication and interpersonal skills
  • Strong problem-solving and analytical abilities
  • Ability to work independently and collaboratively as part of a geographically distributed international team
  • Ability to provide guidance and support to colleagues
  • Sound judgement, initiative, and confidence when taking ownership of complex technical or customer-facing situations
  • Strong organizational skills and ability to prioritize competing customer and technical requirements
  • Patience and a positive attitude when dealing with challenging customer situations

Benefits:

  • Remote work environment
  • Occasional scheduled weekend support coverage
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

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