Technical Support Specialist
hace 4 semanas
About Helpware
Helpware is a technology-driven company that provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Job Description
We are looking for experienced Tier 2 Tech Support Engineers to join our Helpware team. As a Technical Support Specialist, you will be responsible for responding to customer inquiries and technical problems through web portal, live sessions, and telephone. You will address customer business needs and technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge. You will also document all technical inquiries and develop and review content for knowledge sharing for both internal purposes and customer-facing platforms.
Requirements
At least 3-5 years' experience in Technical Support or a position of similar nature in a software company. 3+ years of experience at a SaaS or security vendor in a consultancy or advisory role. Capable of understanding the technical aspects of a complex system. Strong technical troubleshooting skills and problem-solving. Demonstrates the ability to think through situations outside the norm and develop appropriate solutions for isolating the root cause. Must have excellent communication skills and a passion for providing world-class service. Experience of directly supporting enterprise-level customers. Ability and desire to learn products and technologies. Must be able to work independently as well as with others, as part of a domestic and international team. Excellent time management, decision-making, prioritization, and organization skills. Thorough knowledge of Microsoft Windows operating system and server platforms with emphasis on Windows 2016/2019 Server. Participate in on-call rotation basis in order to provide 24/7 support for the customers. Nice to have CyberArk experience. Proficiency in English both written and spoken.
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