Job SummaryWe are looking for a Technical Support Specialist with 1 to 2 years of experience to provide first-level support for our SaaS solutions. The ideal candidate is customer-focused, has a knack for troubleshooting, and can effectively communicate technical solutions. You will play a key role in maintaining customer satisfaction by addressing technical issues and ensuring smooth platform operation.
Key Responsibilities- Respond to customer inquiries and issues via email, phone, or chat in a timely and professional manner.
- Diagnose and troubleshoot software issues, escalating complex problems to the appropriate team.
- Guide users through step-by-step solutions and provide clear explanations of technical processes.
- Maintain detailed logs of support tickets and resolutions in the support system.
- Collaborate with the development and QA teams to identify and resolve recurring issues.
- Assist in the creation and maintenance of support documentation, FAQs, and user guides.
- Continuously monitor system performance and proactively address potential issues.
QualificationsMust-Haves:
- 1 to 2 years of experience in a technical support or customer support role.
- Basic understanding of web-based applications and software troubleshooting.
- Strong problem-solving skills and attention to detail.
- Excellent communication skills and the ability to explain technical concepts to non-technical users.
- Proficiency in using ticketing systems.
Preferred:
- Familiarity with SaaS platforms or enterprise software.
- Basic knowledge of databases, APIs, or scripting for troubleshooting purposes.
- Experience in the agriculture or food production industry (a plus but not required).
