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Customer Service
Customer Technical Support Specialist
@Avantpage
[Hiring] Customer Technical Support Specialist @Avantpage
Mar 12, 2025 - Avantpage is hiring a remote Customer Technical Support Specialist. đź’¸ Salary: unspecified. đź“ŤLocation: Americas, Europe.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
We are seeking a dedicated and skilled Customer Technical Support Specialist to join our team. In this role, the Customer Technical Support Specialist will be responsible for providing exceptional technical support to our clients, ensuring timely and effective resolution of their technical issues. You will collaborate with team members across different time zones to maintain comprehensive support coverage, ensuring our clients experience minimal downtime and maximum operational efficiency.
- Provide technical support to clients during working hours, ensuring prompt and efficient responses to inquiries and issues.
- Troubleshoot and resolve technical issues with a focus on minimizing client disruptions.
- Respond to tickets and inquiries in line with SLA goals, ensuring fast acknowledgment and resolution.
- Collaborate with cross-functional teams to escalate critical issues and work towards implementing solutions.
- Analyze and interpret system traces and logs from various platforms to accurately identify and diagnose the root causes of reported issues.
- Contribute to maintaining and updating support documentation, including troubleshooting guides, FAQs, and process workflows.
- Assist in the development and refinement of internal support procedures to improve efficiency and client satisfaction.
- Monitor the status of ongoing support cases, ensuring that issues are resolved within the required timeframes.
- Help identify opportunities for process improvement to streamline support workflows and enhance overall system performance.
- Collaborate with internal teams to ensure that systems and processes are operating effectively and meet client needs.
- Participate in post-incident reviews to analyze root causes and identify opportunities for improvement in future support interactions.
- Coordinate with team members in different time zones to ensure 24/7 support coverage.
- Ensure smooth handover of cases between shifts, documenting relevant client issues to maintain continuity across support teams.
- Support testing activities related to system updates, ensuring proper functionality before deployment to clients.
Qualifications
- Bachelor's degree in information technology, Computer Science, or a related field (or equivalent work experience).
- Strong communication skills and the ability to convey technical information clearly to clients and team members.
- Familiarity with IT support systems, ticketing tools, and customer service best practices.
- Proficiency in troubleshooting software, hardware, and system issues.
- Ability to collaborate with teams from diverse time zones and work within a global support system.
- Ability to handle multiple tasks concurrently and work efficiently under pressure.
- Strong attention to detail and commitment to delivering high-quality client support.
Benefits
- Joining a vibrant multicultural team spread across the Americas and Europe.
- Professional development and growth opportunities in the localization industry.
- Training in new tools, technologies, and processes.
- Energetic, multicultural, and empathetic working environment.
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| đź“Ť | Be aware of the location restriction for this remote position: Americas, Europe |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
unspecified
|
Remote
Location
Americas, Europe
|
|
Job Type
full-time
|
Posted
Mar 12, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: Americas, Europe |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
