Job DescriptionWho we're looking forWe are looking for a support guru who thrives on providing technical guidance through many different channels of communication including messaging (live and asynchronous conversations), email, phone, video conference, forums, and social media such as Twitter. You're a great match if you possess fantastic trouble-shooting skills, are driven to help both external customers and internal colleagues, and have the ability to dive deep into a new product to learn it inside and out.What you'll be doingUsing your exceptional troubleshooting skills to assess, address, and follow up on customer issues, ensuring prompt resolution.Collaborating with cross-functional teams to determine the root cause of complex technical problems and successfully implement solutions.Empowering end-users by guiding them to support themselves using our knowledge base.Communicating with customers in a compassionate, responsive, and resourceful manner, ensuring a flawless customer service experience.Replicating and documenting customer issues for further investigation and analysis.What you bring to the roleA proven track record of at least 5 years in technical support, demonstrating your expertise in providing world-class customer service for cloud (SAAS) software products.Excellent organisational, written, and oral communication skills, enabling you to convey technical concepts effectively to users of all levels.Demonstrated capability in efficiently balancing multiple customer issues with a sense of urgency.A desire to continuously learn and master new technologies, as well as the ability to teach and share your knowledge with others.Fluent written and spoken English, allowing you to communicate seamlessly with our global customer base.Basic Qualifications:Excellent customer service skills, including empathy, accuracy, and conscientiousness.Ability to evaluate, troubleshoot, and follow up on customer issues, ensuring their successful resolution.Proficient in replicating and documenting customer issues for further analysis and support.Preferred Qualifications:Solid technical support experience, preferably in a customer service role.Experience with RESTful API and authentication technology (SAML, JWT).Solid understanding of SaaS integrations and troubleshooting in a SaaS environment.Advance knowledge of HTML, XML, JavaScript or CSS.Basic knowledge of various mobile platforms, such as iOS and Android.
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