A well-established and growing company in the IT field is expanding the team. The Senior Technical Support Specialist will be providing technical client services by monitoring customer requests and following up through ticketing system and, when necessary, through phone calls. The role also involves assisting the Manager with the technical growth in the team as well as giving training when needed.
- Be part of a multicultural team in a dynamic environment
- Enjoy benefits such as team & company events, medical insurance, health incentives, free lunches, fresh fruit & drinks in the office
- Competitive salary and possibilities of career growth as part of a team in expansion
- Monitor and track client support requests to ensure accurate resolution, through JIRA ticketing system.
- Assume the resolution ownership when issues are escalated. Including direct communication with clients, both written and through phone calls in a professional and timely manner.
- Assist technical support specialists with complex issues by diagnosing problems and providing resolutions within the defined SLAs.
- Prepare technical root cause analysis report when required, identifying, researching and providing inputs on unique or recurring issues.
- Review and distribute pertinent cross-functional information.
- Provide technical coaching and mentoring to improve the quality and accuracy of troubleshooting as well as driving down the operational costs.
- Improve internal Support references by writing and maintaining documentation.
- Leading the Technical Support Resources and assisting the Client Services Manager with the day-to-day operations with the aim of achieving the Support Team KPIs.
- Extensive knowledge of SQL statements writing and execution;
- Thorough understanding of relational databases;
- Fluent in English language skills spoken & written
- Excellent interpersonal communications skills
- A flair for helping clients and improve the customer experience
- Advanced organisational/priority-setting skills
- Works under minimum supervision