Technical Support Specialist - L1 & L2

As a key member of the Technical Support team, this role is focused on the receiving of and processing of files to a quality that meets the specifications of the destination, within the SLA.

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• Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
• Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.
• Identify, resolve or manage the resolution of system issues.
• Troubleshoot platform issues raised by clients or XRs and escalate to the next level if they can’t be solved beyond the expertise.
• Communicate with other departments and teams, keeping stakeholders and management informed.
• Updating and managing the Knowledge base.
• Manage the escalation process of issues from L1.
• Mentor Technical Support Specialists (...