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Technical Support Expert
2 weeks ago
Role Overview
We are seeking a highly skilled Technical Support Expert to join our team as a 2nd Level Support & Enablement Specialist. As the primary technical resource for our customer-facing teams, you will play a key role in establishing our new 2nd level Support & Enablement team.
About the Role
- Deliver 2nd level Support & escalation management, serving as the main contact for customer-facing teams on technical issues.
- Investigate and reproduce bugs, providing detailed reports with prioritization recommendations to the development team.
- In collaboration with the Product team, document issues, conduct impact analysis, and suggest prioritization for bug fixes and improvements.
Your Responsibilities
- Work closely with the Training & knowledge sharing team to develop and deliver internal training programs, create and review documentation, and implement knowledge-sharing tools.
- Create and review technical documentation, develop self-service material, and support customer calls requiring deep technical insights.
- Analyze support trends, identify recurring issues, provide data-driven process improvements, and assist in clear incident communication.
- Drive enhancements in workflows, refine troubleshooting processes, and implement solutions that improve efficiency and customer satisfaction.
