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Software Customer Support
2 weeks ago
- Act as a software Subject Matter expert and provide tier 3 technical escalation
- Conduct root cause analysis through your access to the code base and log files
- Manage and prioritise customer escalations in line with SLA's
- Develop timely workarounds and communicate this with the customer in a timely manner
- Mentoring and supporting level 1 and level 2 customer support team members
- Participate in the resolution of issues where you can or collaborate with our development team in troubleshooting software bugs
- Liaising with internal and external technical teams with the goal of resolving customer issues
Qualifications and Experience:
- Experience in an inbound technical escalation role, ideally supporting cloudbased (SaaS) software.
- Good experience in troubleshooting/coding in PHP, Javascript, HTML and CSS
- Previous experience being the highest point of technical escalation
- Outstanding ZOOM/telephone/verbal skills with an ability to translate complex technical information into layman's terms.
- Excellent written skills, with an ability to describe technical information clearly.
- A keen eye for detail with the ability to identify and solve problems quickly and efficiently.
- Empathy and patience when supporting clients
- Enjoy working in a global environment over multiple timezones
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