Technical Support Specialist

Job Summary

A company is looking for a Technical Support Specialist II to join the User Support team.

Key Responsibilities

• Triage incoming tickets and user engagements, escalating issues as needed
• Mentor junior specialists and assist users with software workflows
• Monitor and manage customer-specific inboxes to ensure timely responses and resolutions

Required Qualifications

• Bachelor's degree in Information Technology, Public Health, or equivalent experience
• 2-5 years of customer service and technology experience in a SAAS environment
• Strong analytical and problem-solving skills
• Ability to quickly gain in-depth understanding of products and services
• Experience with CRM tools such as Intercom and JIRA