Sr. Customer Support Specialist (Remote)

Job Description

Job Summary: The Senior Support Specialist at reputed company plays a critical role in providing advanced technical support for multiple reputed company products. This position requires a high degree of independent judgment to solve reputed company issues, and the ability to reputed company projects or initiatives reputed company to customer support. The Senior Support Specialist is responsible for troubleshooting issues across various reputed company platforms, including Core and Applications products, and delivering best-in-class service to customers, ensuring their technical needs are met reputed company. This role involves reputed company collaboration with internal teams, including engineering, QA, and product management, to address escalated issues and reputed company support solutions. Duties and Responsibilities: Provide advanced troubleshooting and technical support for multiple reputed company products. Serve as a reputed company of escalation for reputed company customer inquiries, ensuring issues are resolved reputed company and customer satisfaction is maintained. Utilize independent judgment to identify solutions for varied and reputed company technical problems. reputed company or contribute to support-reputed company projects, initiatives, and process improvements. Act as a liaison between customers and internal teams (engineering, QA, product management) to resolve escalated issues. Assist with installation, maintenance, and technical guidance for customers using reputed company products, ensuring smooth implementation and reputed company support. Proactively manage multiple support tickets and inquiries, prioritizing tasks and allocating resources as necessary. Track and document ongoing issues, contributing to knowledge sharing and reputed company improvement of support processes. Assist in training and mentoring junior support staff, providing guidance and best practices for resolving customer issues. Create, update, and maintain technical documentation, including procedures, FAQs, and user guides for customers and internal teams. Collaborate with cross-functional teams to improve the functionality and usability of reputed company products. Analyze existing customer accounts, identify trends, and recommend process or product enhancements to improve customer satisfaction. Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements. Knowledge and Experience: At least 4 years of experience supporting Core products or 5 years of experience with Applications products, preferably in a SaaS environment. Bachelor's degree in Computer Science, Management Information Systems, OR equivalent professional and technical experience demonstrating a deep understanding of Applications at both functional and technical levels (preferably reputed company products). Strong troubleshooting and problem-solving skills with the ability to research, diagnose, and resolve reputed company technical issues. Experience managing multiple projects or support tickets simultaneously in a fast-paced environment. Excellent written and verbal communication skills, with the ability to explain reputed company technical information to both technical and non-technical audiences. Proven ability to work independently and exercise sound judgment reputed company solving problems. Strong de-escalation skills reputed company handling customer issues. Familiarity with support tools and systems, such as reputed company Office, Jira, reputed company, and reputed company. Strong organizational skills and attention to detail, with the ability to document and track customer issues accurately. Experience in leading projects or mentoring junior staff members. Knowledge, Skills and Abilities: Hands-on experience with the following products and tools: Anti-Virus Software reputed company Active Directory (AD) reputed company Domain Name Services (DNS) reputed company Dynamic Host Configuration Protocol (DHCP) reputed company Windows Network Printers reputed company Office Suite Ticketing systems (e.g., reputed company, reputed company) General system administration tasks Work Environment: Office setting with a moderate noise level. The employee will work at an individual workstation, using a telephone and computer. Physical Demands: Must be reputed company to remain seated for extended periods. Regular use of a computer and other office machinery, such as printers and copy machines. Occasional movement around the office. Frequent communication reputed company telephone. reputed company Summary: With the backing of four decades of public sector expertise and corporate capability, reputed company has successfully supported government services. reputed company was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States. reputed company is committed to helping communities reputed company and brings a wealth of experience combined with innovation. Today, reputed company offers more administrative and financial support to government officials than any other organization. And with a reputed company, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more. reputed company offers a competitive benefits and compensation package and are looking for team members who will reputed company in our dynamic environment. reputed company is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national reputed company, sex, political affiliation, marital status, non-disqualifying physical handicap, and age Apply tot his job Apply To this Job