Technical Support Specialist

Experteer Overview In this role you support and troubleshoot customer issues across multiple products, using UI configurations and data-driven techniques to maintain optimal software use. You will work with global customers, collaborate with cross-functional teams, and provide timely guidance during peak periods. Your work helps customers use our software effectively while contributing to continuous improvements and knowledge sharing within the team. This role offers impact across service delivery, product configuration, and customer success. Compensaciones / Beneficios * Monitor Freshdesk tickets and respond within SLA * Investigate and troubleshoot system and configuration issues raised by customers * Provide assistance to existing customers during peak periods * Support multiple products and technologies as needed * Advise and assist customers in maintaining their use and configuration of software solutions * Configure systems per defined requirements using the software UI * Build and maintain custom forms, update integrations and data aggregation (SQL/XML) * Interface with global customers; may be assigned as dedicated account representative * Collaborate with team members on complex issues; coach new team members; participate in brainstorming * Attend customer meetings and calls; provide quick training on existing functionality * Escalate to T3 when needed; perform additional duties as required Responsabilidades * Minimum three years in software troubleshooting or technical support * Experience interfacing with external/global customers * Ability to analyze situations independently and apply knowledge to resolve issues * Ability to learn new technologies in a high-pressure environment * Strong written and verbal English communication; additional languages beneficial * Ability to build and maintain customer relationships * Willingness to participate in change initiatives and continuous improvement Requisitos principales *