Technical Support Specialist II
Core
Provide technical support to partners by diagnosing and resolving product issues, questions, and service failures via email, phone, chat, and remote sessions.
Role type
Technical Support Specialist
Builds
Partner success and product reliability
Domain
IT Service Management / SaaS
Deliverable
client delivery
Required skills
troubleshooting, technical documentation, knowledge base maintenance, incident escalation, remote session facilitation, backup technology familiarity, virtualization knowledge, Linux operating systems, cross-functional collaboration
Preferred skills
Windows server troubleshooting, CRM/ERP market knowledge
Technologies
Linux, Windows, backup systems, virtualization, cloud technology
Responsibilities
Interact with partners to provide technical support via multiple channels; investigate and resolve reported failure incidents; maintain and contribute to product knowledge base; identify and escalate trending issues and software defects; document partner interactions and feedback; communicate new release features to partners.
Seniority
Mid-level, hands-on IC