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Technical Product Support Specialist
hace 2 meses
Provide Exceptional Technical Support
As a Technical Product Specialist II, you will be the go-to expert for resolving complex technical issues faced by our valued customers. Your role involves collaborating with internal teams and external clients to ensure seamless product functionality and a positive customer experience.
Key Responsibilities:- Deliver prompt and effective technical support to both internal and high-profile customers through various communication channels, including our CRM system and phone.
- Maintain meticulous records of all customer interactions within our CRM platform and create detailed trackers in Jira for issues reported by first-line agents or external users.
- Take ownership of system outages from a technical perspective, effectively communicating with internal and external stakeholders throughout the resolution process.
- Contribute to prioritizing technical issues and manage communication with development teams during the bug fixing process. Develop new procedures to enhance operational efficiency.
- Share your product expertise through mentoring sessions and targeted training programs, empowering colleagues to enhance their product knowledge and customer service skills.
- Bachelor's degree in Computer Science or Mathematics is preferred.
- Demonstrated proficiency with SQL, Unix, and Oracle. Experience with MongoDB is a valuable asset.
- Familiarity with the airline industry is beneficial but not mandatory.
- Strong understanding of technologies such as SQL, UNIX, and XML.
- Ability to analyze application logs (e.g., Java or .NET generated logs) and conduct root cause analysis.
- Excellent troubleshooting and problem-solving skills with a creative approach to finding solutions.
- Proven ability to work effectively in a strategic problem-solving and customer management role.
- Exceptional written and verbal communication skills in English.
- A passion for learning, sharing knowledge, and contributing to a collaborative environment.
- Meticulous attention to detail and the ability to manage multiple tasks efficiently.
- Ability to thrive in a team-oriented setting with a high degree of autonomy.
- Skill in presenting technical information clearly and concisely to diverse audiences.
- Understanding of development languages and scripting is preferred.
- Basic knowledge of networking and software architecture is beneficial.
