Technical Support Specialist

We are seeking a dedicated and detail-oriented Technical Support Specialist to join our dynamic team. The ideal candidate will be responsible for providing exceptional technical support to our clients, troubleshooting issues, and ensuring the smooth operation of our data services. You will play a crucial role in maintaining client satisfaction and enhancing the overall user experience.

Key Responsibilities:

Customer Support:
. Provide technical support to clients via email and meetings.
. Address customer inquiries and troubleshoot technical issues promptly.
. Guide clients through problem-solving processes and provide step-by-step instructions.
Issue Resolution:
. Diagnose and resolve technical issues related to products and services.
. Escalate complex issues to higher-level support or engineering teams as needed.
. Follow up with customers to ensure issues are fully resolved.
Documentation and Reporting:
. Document customer interactions, technical issues, and resolutions in a clear and concise manner.
. Create and update support documentation, FAQs, and knowledge base articles.
Product Knowledge:
. Maintain a deep understanding of products, services, and updates.
. Provide feedback to the product and engineering teams based on customer experiences and recurring issues.
Continuous Improvement:
. Identify opportunities for process improvements to enhance the efficiency and effectiveness of the support team.

Qualifications:

. 2+ years of experience in technical support or a similar customer-facing role.
. Strong technical troubleshooting skills and ability to diagnose software and data issues.
. Excellent verbal and written communication skills.
. Customer-focused with a passion for helping clients and resolving issues.
. Familiarity with ticketing systems, CRM software, and remote support tools.
. Ability to work independently and as part of a team in a fast-paced environment.
. Experience with retail data, SaaS products, or data analytics is a plus.
. Experience writing SQL