Remote Technical Customer Support

You will provide support to customers and clients of SSRN's website and products by troubleshooting, recreating, and resolving complex issues raised. Document and escalate when necessary to third level engineering. You will investigate system errors and problems as reported by customers and staff, determining and documenting the best plan of action needed to resolve a problem. Striving to deliver excellent service and ensuring a positive customer experience and maintain detailed records of customer interactions, issues, and resolutions for future reference. Creating defect tickets for cases where developer attention is necessary and contributing to and updating internal documentation, FAQs, and troubleshooting guides. Miscellaneous tasks and projects as assigned and attending staff and department calls.