Senior Technical Support Specialist
hace 1 semana
About Emplifi
Emplifi is a leading provider of customer experience (CX) solutions, empowering brands to deliver exceptional experiences across the customer journey. Our mission is to provide innovative technology and expertise to help businesses succeed in today's digital landscape.
About the Customer Support Team
We're a team of passionate and empathetic professionals dedicated to providing top-notch support to our clients. As a member of our team, you'll have the opportunity to work with colleagues from diverse backgrounds and industries, collaborating to deliver exceptional customer experiences.
Job Summary
We're seeking a highly skilled Senior Technical Support Specialist to join our Global Support team. As a key member of our team, you'll be responsible for delivering exceptional technical support and guidance to our customers, ensuring their issues are resolved efficiently and effectively.
Key Responsibilities
- Provide technical support and resolve customer requests via various communication channels
- Qualify incoming requests, including technical issues, questions, and other inquiries
- Prioritize requests with the appropriate level of urgency and follow procedures to address them in a timely and effective manner
- Diagnose and troubleshoot software issues
- Guide customers through diagnostic and resolution procedures in a clear and concise manner
- Collaborate with internal teams to identify and resolve issues
- Provide feedback on customer needs and product enhancements
- Develop and maintain a deep understanding of our products and services
- Document customer interactions, issues, and solutions for future reference and knowledge sharing
Requirements
- College graduate with a technical degree or equivalent hands-on experience
- 2+ years in technical support or similar customer-facing technical role
- Creative and technical problem-solving skills
- Strong communication skills, both verbal and written, with an ability to explain technical issues in simple terms
- Customer-oriented attitude with a passion for providing exceptional service
- Ability to work independently and collaboratively, and manage multiple priorities in a fast-paced environment
Preferred Skills
- Professional working proficiency in Portuguese and/or Spanish
- Familiarity with basic concepts of social media platforms
- Previous experience with software testing and issue/project tracking software
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