Technical Support Speacialist

Client of Talent 360

Job Responsibilities:

• Receive, log, and prioritize support tickets from clients using MDAWEM, Right Now, and ETEPS.
• Diagnose technical issues, perform root cause analysis, identify workarounds, and escalate complex issues when necessary.
• Follow up on open tickets, ensure SLAs are met, and maintain transparency with clients on resolution status.

Customer Communication & Support

• Interact with clients via email, phone, chat, or customer support portals to gather necessary information, explain solutions, and provide updates.
• Ensure communication is clear, professional, and empathetic, especially under pressure or when dealing with upset or frustrated users.

Product Expertise & Documentation

• Acquire deep understanding of the architecture, features, configuration, integrations, and quirks of MDAWEM, Right Now, and ETEPS.
• Maintain and update internal knowledge base / FAQs / support documentation to both assist the support team and empower users.
• Create user oriented guides, troubleshooting checklists, and best practice recommendations.

Monitoring, Maintenance, & Preventative Action

• Monitor system alerts, logs, performance metrics, or error trends to proactively identify potential issues before they escalate.
• Collaborate with DevOps / Product / Engineering teams to facilitate fixes of bugs, performance issues, or system improvements.
• Suggest improvements to enhance product stability, usability, or performance based on recurring issues and client feedback.

Onboarding & Training

• Assist with technical onboarding of new clients/users: configuring the product, setting up integrations, performing initial troubleshooting, and ensuring smooth adoption.
• Provide training sessions / demos to clients as needed, including remote training or workshops.

Collaboration & Feedback Loop

• Work closely with Product Management, Engineering, QA to report bugs, issue trends, and feature requests from clients.
• Participate in frequent reviews of support metrics (e.g., ticket volume, resolution time, customer satisfaction) and help strategize improvements.
• Collaborate with other internal teams (sales, account management, customer success) to ensure the client s perspective is represented.

Quality & Performance Metrics

• Meet or exceed KPIs such as first response time, average resolution time, ticket backlog, client satisfaction (CSAT) / Net Promoter Score (NPS) if applicable.
• Ensure documentation quality, maintain high standards for response quality, and maintain compliance with company policies.

Technical Skills:

• Familiarity with ticketing and support systems (e.g., Jira, Zendesk, Freshdesk).
• Strong problem solving and debugging skills
• Solid understanding of databases (SQL), server logs, networking basics, and system monitoring tools.
• Experience in troubleshooting application issues, user access problems, and performance bottlenecks.
• Ability to read and interpret logs, API responses, and technical error messages.