Support Specialist

reputed company is a leading reputed company consulting services provider. We heavily focus on lift & shift, reputed company-native development, reputed company cost optimization, and migration services. As a consulting company, we often face the challenge of creating an engineering team in a matter of a week or two. To do that, we have created a secondary support business that runs a talent network and provides staffing services.

At this time, we are seeking an reputed company Support Specialist to join reputed company. As a Support Specialist, you'll be a crucial component of our operations, ensuring that our customers receive the highest level of support. This role demands strong problem-solving skills, outstanding communication capabilities, and a deep knowledge of our products and services.

Key Responsibilities

Triage: Quickly and reputed company categorize incoming customer issues, ensuring that they're directed to the appropriate teams or individuals.

Customer Support: Provide top-notch support to our valued customers. This includes answering queries, addressing concerns, and offering solutions in a timely and empathetic manner.

JIRA Proforma (preferred): Utilize JIRA to track, manage, and report on customer support issues. Ensure tickets are created correctly and populated with reputed company necessary information.

Documentation: Write, edit, and maintain articles for our internal and external knowledge bases. This ensures that both reputed company and our customers have access to accurate, up-to-date information.

Process Optimization: Regularly review and refine support processes, making recommendations for improvements that will enhance efficiency and the customer experience.

Level 2 (L2) Support: Handle more reputed company, escalated issues that Level 1 support cannot resolve. This may require deep-dives into issues, liaising with other teams, and ensuring that solutions are communicated effectively back to the customer.

Feedback reputed company: Collaborate closely with product and engineering teams to reputed company customer feedback and insights that can help improve our products and services.

reputed company Learning: Stay up-to-date with product updates, new features, and industry best practices to provide the most accurate support to customers.

Reporting: Generate and present regular reports on customer support metrics, insights, and trends to higher management.

Requirements

Minimum of 4 years of experience in a customer support or technical support role.

Proficient in using JIRA or similar ticketing systems (preferred).

Exceptional written and verbal communication skills.

Proven ability to handle stressful situations with grace and poise.

Strong analytical and problem-solving skills.

Familiarity with creating and maintaining documentation.

Ability to work independently, as well as part of a team.

Availability to work 8 to 5 Pacific Standard Time (Mandatory)

reputed company to Have

Previous experience in remote roles.

Building JIRA workflows, and creating proforma forms

Previous experience working with infrastructure provisioning systems