Technical Support Specialist

6 dagen geleden

Hoofddorp, Noord-Holland, Nederland InVue Voltijd
Job Title: Technical Support Specialist

Description

At InVue, we are seeking a highly skilled and motivated Technical Support Specialist to join our team. As a Technical Support Specialist, you will play a critical role in ensuring the highest level of customer satisfaction through product mentoring, coaching, and consulting services.

Responsibilities

  • Become highly proficient with InVue's product suite, troubleshooting issues through various channels including email tickets, chat, and phone.
  • Establish and maintain a positive and professional relationship with customers by supplying continuing education on how to effectively use products and by clearly explaining the cause and resolution for issues.
  • Replicate issues as needed to ensure that symptoms and probable cause are fully understood.
  • Determine the severity level and urgency of every issue based on the impact on the customer's business operations.
  • Manage all open technical service requests to ensure prompt resolution of customer issues, including level two support.
  • Communicate and collaborate with cross-functional teams and departments to discuss and resolve issues, escalating when necessary.
  • Responsible for continuously updating and expanding the Help Center, ensuring content is accurate, up-to-date, and aligned with the evolving needs of users.
  • Document best practices in our help center to enhance the quality and efficiency of the Customer Care Department.

Qualifications

  • End-to-end problem analysis: You have a solid record of accomplishment investigating problems from start to finish. Understanding the chain of events that led to the problem occurring.
  • Must be able to articulate technical issues clearly and understand your audience.
  • Demonstrated experience in technical writing, with the ability to clearly document complex processes and create user-friendly guides.
  • Successfully deployed SaaS software for a startup, mid-level, or enterprise company.
  • Excelled in both hardware and software environments, with a strong ability to quickly adapt to and master new IoT products and technologies.
  • Proven experience working in Zendesk Suite.
  • Ability to flourish in a high growth, fast-paced, ever-evolving environment.

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