onsite
Technical Support Specialist - picktrace
Software Engineer
Seeking a Technical Support Specialist to provide excellent customer service and resolve technical issues for SaaS products. Requires strong troubleshooting skills and experience with ticketing systems.
About the role
Key Responsibilities
- Provide timely and effective technical support to customers via various channels (email, chat, phone).
- Troubleshoot and diagnose software and hardware issues, identifying root causes.
- Document technical solutions and create knowledge base articles for customer self-service.
- Escalate complex issues to senior support or engineering teams when necessary.
- Maintain accurate records of customer interactions and issue resolution in a ticketing system.
- Collaborate with product and engineering teams to improve product functionality and customer experience.
Requirements
- Proven experience in a technical support or customer service role.
- Strong understanding of troubleshooting methodologies and problem-solving.
- Familiarity with ticketing systems (e.g., Zendesk, Jira Service Management).
- Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Experience supporting SaaS products is a plus.