Senior Technical Support Specialist
Job Summary
Serving as the final escalation point for complex support issues, the full-time Senior Technical Support Specialist will work remotely to reproduce customer problems, validate bugs, and ensure well-documented cases are escalated to Engineering, while also participating in testing and improving documentation.
Key responsibilities
- Reproduce and validate complex customer issues, ensuring only actionable cases are escalated to Engineering
- Participate in regression testing and support product releases by identifying potential customer-impacting issues
- Maintain detailed ticket documentation and provide knowledge sharing to enhance team capabilities and reduce escalations
Required qualifications
- 3+ years of customer service experience
- 1+ years of escalated technical support experience
- Strong understanding of billing/financial terminology and processes preferred
- Experience with software tools such as JIRA and ServiceDesk preferred
- Bachelor's or Associate's degree preferred
Complete Job Description
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