Senior Techncal Support Consultant, ICX
Core
Senior Technical Support Consultant providing consultative, end-to-end assistance via chat, phone, and email for business customers, covering onboarding, installation, troubleshooting, and post-sales support while driving product adoption and revenue growth.
Role type
Senior Technical Support Consultant (IC)
Builds
Enterprise software support services for business customers
Domain
B2B Enterprise Software / IT Services
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Technical support for Windows/Mac environments, Enterprise software support, MSI/MSP installers, SMS, GPO, Apple Remote Desktop, Active Directory, Single Sign-On (SSO), Cloud technologies, Ticketing systems, Upselling/Cross-selling, Customer relationship management, Rotational shift management
Preferred skills
Experience supporting B2B/enterprise customers, Background in consultative sales or relationship management, Operational knowledge of enterprise tools and cloud-based platforms
Responsibilities
Handle real-time customer interactions through chat, phone, and email; Provide consultative technical support throughout the customer lifecycle; Troubleshoot issues related to billing, account management, installation, and product functionality; Log, prioritize, and triage customer issues; Upsell and cross-sell relevant products and solutions; Work with cross-functional teams to resolve complex technical issues; Monitor and improve service performance metrics (Customer Happiness, Average Handling Time)
Seniority
Senior, hands-on IC
