As a Technical Support Specialist, you will provide technical assistance and guidance to customers and staff members who are experiencing issues with SariSuki accounts, apps, platforms, and other interfaces. You will troubleshoot problems and educate users on how to use various IT tools and applications. You will also document issues and resolutions, escalate complex cases to product owners or engineers, and ensure customer satisfaction and loyalty.
- Triage, escalate, resolve requests and incidents from end-users. Triaging ticket is to know the issue, look for readily available solutions, assign for further evaluation of application related incidents, coordination and escalation with relevant resolver groups.
- Perform initial evaluation, check for similar incidents, duplicate or recurring incidents, replicate issues and gather essential information before referring to the next level of technical support.
- Validate, evaluate and classify incidents / requests.
- Keep track of known solutions, establish and develop knowledge database and use findings to reply to end-users
- Interface with customers in chat support for any escalated technical issues
- Interface with support teams outside the technology team for any tech issues (Support Teams, Sarisuki Employees,CS)
- Interface with customers for escalated tech issues.
Qualifications:
- Minimum 2 years technical or customer support experience
- Able to use basic tools for support management
- Satisfactory level of communication and customer support skills.
- Ability to successfully complete and successfully utilize technical training required for successful execution of work duties and responsibilities as defined by the job description.
- Process oriented and can resolve issues based on set processes
- Willingness to learn new tools for resolving technical issues
- Able to interact with customers and other stakeholders in a polite and professional manner
- Able to document issues, and resolutions properly for review