Job Description
We are seeking a Technical Customer Support specialist to provide exceptional assistance to our users, ensuring seamless platform experiences and quick resolutions to technical issues. This role is critical in managing customer inquiries, troubleshooting problems, and maintaining high satisfaction levels, while also supporting quality assurance efforts and internal team needs.
Collaborating closely with developers, product managers, QA specialists, and UI/UX designers to address user feedback, identify platform improvements, and contribute to testing and documentation as needed.
Job Title
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Technical Customer Support
Work Schedule
- Day Shift
Job Qualifications/Requirements
- Experience with customer support tools and portals for web and mobile applications.
- Proficiency in troubleshooting techniques, technical communication, and issue reproduction.
- Ability to interpret system logs, product specifications, and user feedback.
- Experience in technical writing for user guides and support documentation.
- Knowledge of CI/CD workflows and basic testing integration (e.g., Jenkins, GitHub Actions, CircleCI).
- Experience with exploratory and regression testing.
- Familiarity with cross-browser and cross-device troubleshooting.
- Proactive problem-solving abilities.
- Excellent communication and documentation skills.
- Capability to work both independently and collaboratively.
- Strong attention to detail and a strong sense of customer satisfaction.
- Proficiency in troubleshooting web and mobile applications, including interpreting system logs, replicating issues, and analyzing user feedback.
- Skilled in technical communication, customer support tools, and documentation (user guides, support materials).
- Familiar with CI/CD workflows, basic testing integration, exploratory/regression testing, and cross-browser/device troubleshooting.
- Strong communicator and team player.
- Customer-focused with a commitment to long-term employment.
Job Responsibilities
- Customer Support Management: Handle and resolve customer support requests via the support portal, including troubleshooting technical issues, guiding users through features, and escalating complex problems to relevant teams.
- Issue Tracking & Resolution: Document customer-reported bugs, track resolutions, and follow up to ensure satisfaction.
- QA Assistance: Support quality assurance by participating in testing activities, such as exploratory testing, regression checks, and validating fixes for reported issues.
- Team Support: Assist internal teams with documentation, knowledge base updates, and cross-functional collaboration to improve processes and user experiences.
- Knowledge Sharing: Create and maintain user-facing resources like FAQs, troubleshooting guides, and release notes to empower self-service support.
Good luck and God Bless!