Technical Support Specialist

The Support Specialist provides expert technical assistance and support to customers and suppliers. This role is responsible for troubleshooting and guiding users on the use of AdQuick and ensuring prompt and effective resolution of technical problems. The ideal candidate combines strong technical knowledge with excellent communication and problem-solving skills, supporting seamless operations within the organization. Key Responsibilities include responding to inquiries and chat messages from customers regarding technical issues, diagnosing and resolving problems for end users, and maintaining the company ticketing system (Intercom). Additional responsibilities include providing step-by-step guidance to users for troubleshooting and resolving issues, documenting technical issues, solutions, and customer interactions using help desk systems, monitoring and reporting on platform performance, escalating complex issues as needed, creating material for technical training and support for platform usage and platform updates, assisting with the rollout of new updates, ensuring compatibility and user adoption, collaborating cross-functionally with team members and escalating unresolved problems to higher-level technical staff when necessary, providing recommendations for improving systems and processes, and maintaining up-to-date knowledge of industry trends and new technologies.