Take ownership of complex or escalated technical issues, coordinating with Development, QA (Quality Assurance), and Product teams as appropriate to drive issues towards resolution.
Escalate issues to higher-level support or development teams when necessary.
Follow up with customers to ensure issues are fully resolved.
Customer Service
Maintain a high level of customer satisfaction through courteous and efficient handling of support requests.
Provide regular updates to customers regarding the status of their support tickets.
Conduct follow-up communications to ensure customer issues are resolved to their satisfaction.
Documentation
Document support requests, troubleshooting steps, and resolutions in the ticketing system.
Create and update knowledge base articles and technical documentation for internal and external use.
Maintain accurate records of customer interactions and support activities.
Collaboration
Work closely with development, QA (Quality Assurance), and Product teams to provide feedback on recurring issues and suggest improvements.
Participate in team meetings and training sessions to stay updated on new features, tools, and best practices.
Support the coordination of day-to-day team activities when required, helping to maintain effective customer coverage and prioritization of support requests.
Provide guidance and support to colleagues, promoting effective knowledge sharing and collaborative problem solving.
Continuous Improvement
Identify trends in support requests and recommend solutions to improve software performance and user experience.
Stay current with the latest industry trends, software updates, and support best practices.
Contribute to the ongoing development of team processes, technical knowledge, and support practices.
Other duties as assigned.
Qualifications
Education
Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent relevant professional experience. (Essential).
Relevant certifications (e.g., ITIL, Microsoft Certified) are a plus.
Experience
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, JIRA). (Desirable)
Familiarity with i2 Software. (Desirable)
Previous experience in a senior, lead, mentoring, or coordinating role within a technical support environment. (Desirable)
Technical Skills
Proficiency in operating systems (Windows, macOS, Linux). (Desirable)
Knowledge of relational database systems (MS SQL, MS Access, DB2, Postgres, or Oracle) (Desirable)
Understanding of networking fundamentals and protocols. (Desirable)
Ability to troubleshoot technical issues involving enterprise applications, operating systems, databases, and network environments. (Desirable)
Soft Skills
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, promoting effective knowledge sharing and collaborative problem solving.
Demonstrates sound judgement, initiative, and confidence when taking ownership of complex technical or customer-facing situations.
Strong organizational skills with the ability to prioritize competing customer and technical requirements.
Patience and a positive attitude when dealing with challenging customer situations.
Work Environment
Remote work environment.
The role requires participation in scheduled weekend support coverage on an occasional basis.
Salary Range
The hiring range for this role is $80,000 to $100,000 USD per year. Final compensation will be based on experience, skills, market conditions, and internal equity.
