Technical Support Specialist

Experteer OverviewIn 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.ResponsibilitiesMonitor Freshdesk tickets and respond within SLAInvestigate and troubleshoot system and configuration issues raised by customersProvide assistance to existing customers during peak periodsSupport multiple products and technologies as neededAdvise and assist customers in maintaining their use and configuration of software solutionsConfigure systems per defined requirements using the software UIBuild and maintain custom forms, update integrations and data aggregation (SQL/XML)Interface with global customers; may be assigned as dedicated account representativeCollaborate with team members on complex issues; coach new team members; participate in brainstormingAttend customer meetings and calls; provide quick training on existing functionalityEscalate to T3 when needed; perform additional duties as requiredQualificationsMinimum three years in software troubleshooting or technical supportExperience interfacing with external/global customersAbility to analyze situations independently and apply knowledge to resolve issuesAbility to learn new technologies in a high?pressure environmentStrong written and verbal English communication; additional languages beneficialAbility to build and maintain customer relationshipsWillingness to participate in change initiatives and continuous improvement#J-*****-Ljbffr

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 #J-*****-Ljbffr