Technical Support Advisor

Job Summary

As a remote Technical Support Advisor, the successful candidate will manage the localization, diagnosis, and resolution of complex technical issues for clients while adhering to team SLAs and KPMs.

Key responsibilities

• Triage, troubleshoot, and escalate complex client support issues to Technical Support Engineering teams within agreed-upon SLAs
• Deliver exceptional customer service and technical support to clients, enhancing their experience with the platform
• Maintain and improve internal product documentation while becoming an expert in Ada's product offerings

Required qualifications

• Experience using Postman or CURL for technical support tasks
• Familiarity with web applications and tools such as Jira, Zendesk, and Salesforce
• Working knowledge of Application Programming Interfaces (APIs)
• Proven ability to manage service requests and maintain an organized backlog
• Analytical and methodical approach to troubleshooting technical issues