Technical Support Professional

Job Description: • Respond to customer inquiries via phone, email, and chat • Diagnose and troubleshoot software issues reported by end-users • Provide step-by-step technical assistance for application problems • Support enterprise software applications across complex customer environments • Identify, document, and resolve software bugs and issues • Own complex or escalated technical issues and coordinate with Development, QA, and Product teams • Escalate issues to higher-level support or development teams when necessary • Follow up with customers to ensure issues are fully resolved • Maintain customer satisfaction through courteous and efficient support • Provide customers with regular support-ticket status updates • Document support requests, troubleshooting steps, and resolutions in the ticketing system • Create and update knowledge base articles and technical documentation • Maintain accurate records of customer interactions and support activities • Provide feedback on recurring issues and suggest improvements to Development, QA, and Product teams • Participate in team meetings and training sessions • Support coordination of day-to-day team activities, customer coverage, and request prioritization when required • Provide guidance and support to colleagues and promote knowledge sharing • Identify support-request trends and recommend improvements to software performance and user experience • Stay current with software updates, industry trends, and support best practices • Contribute to team processes, technical knowledge, and support practices • Perform other duties as assigned Requirements: • Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent relevant professional experience (Essential) • Proven experience in a technical support or help desk role (Desirable) • Experience supporting enterprise software applications in complex customer environments (Desirable) • Experience with software troubleshooting and diagnostic tools (Desirable) • Familiarity with ticketing systems and customer support software, e.g., Salesforce and JIRA (Desirable) • Familiarity with i2 Software (Desirable) • Previous experience in a senior, lead, mentoring, or coordinating role within a technical support environment (Desirable) • Proficiency in Windows, macOS, and Linux (Desirable) • Knowledge of relational database systems including MS SQL, MS Access, DB2, Postgres, or Oracle (Desirable) • Understanding of networking fundamentals and protocols (Desirable) • Ability to troubleshoot enterprise applications, operating systems, databases, and network environments (Desirable) • Excellent communication and interpersonal skills • Strong problem-solving and analytical abilities • Ability to work independently and collaboratively as part of a geographically distributed international team • Ability to provide guidance and support to colleagues • Sound judgement, initiative, and confidence when taking ownership of complex technical or customer-facing situations • Strong organizational skills and ability to prioritize competing customer and technical requirements • Patience and a positive attitude when dealing with challenging customer situations Benefits: • Remote work environment • Occasional scheduled weekend support coverage Apply To This Job