Customer Support Technician

Technically minded individual with proven experience in SaaS platforms and a solid understanding of cloud-based technologies and systems.

Understands the standard to moderate impact of configurations; able to troubleshoot common to complex technical problems and articulate resolutions clearly based on existing and developing knowledge.

Working towards deeper understanding of a secondary module and able to identify how it interacts with the primary area of focus.

Able to log engineering escalation tickets and, where applicable, work collaboratively to support their approval and resolution.

Proficiency with tools, systems, and procedures required for day-to-day operations; consults with more senior staff on the most complex technical issues as needed.

Excellent customer service, communication, and relationship-building skills, including at senior stakeholder level.

Efficiently manage and prioritize a high-volume ticket workstream primarily via case work (and occasional live phone or chat to meet business needs), collaborating with customers to identify and resolve complex software-related issues, providing timely and effective solutions.

Actively review support queues for additional cases to resolve, managing case backlog consistently to prevent aged items.

Take on escalations from the Level 1 team and collaborate with internal departments to identify and implement appropriate solutions for complex and challenging customer issues.

Manage and monitor the Tier 2 case queue, ensuring cases are appropriately assigned, prioritized, and resolved in a timely manner.

Work autonomously and manage your own workload effectively, ensuring timely and efficient handling of customer enquiries and support issues.

Conduct spot checks on resource channels to identify any issues causing delays for customers in reaching support, ensuring a smooth and efficient customer support experience.