TECHNICAL SUPPORT SPECIALIST

Technical Support Specialist Role Overview: Global Support is committed to excellence for our customers by providing legendary service on every support case. Technical Support Specialists are responsible for answering client questions and performing basic troubleshooting of platform issues. This position requires daily client contact through inbound calls, emails and messages from our customer portal. TSS team members determine the nature of a client’s request, prioritize the case appropriately and work diligently to resolve the case efficiently while exceeding client expectations. Role Expectations: Ensure a high level of service and support, across multiple channels, by providing expert advice and support in a professional and confident manner. Efficiently prioritize, manage and resolve individual support cases within our ticketing system based on urgency and impact. Proactively monitor and follow-up on owned cases to guarantee timely resolution and high customer satisfaction. Develop a deep understanding of customer needs in order to effectively address and resolve issues, demonstrating empathy, professionalism, and a dedication to understanding and meeting customer needs. Adhere to team processes and best practices for case and queue Maintain product proficiency by engaging in continuous learning to stay updated on technological advancements that are relevant to our product