Technical Support Specialist

Customer Service and Issue Resolution:

• Respond to customer inquiries via email and virtual meetings with professionalism and accuracy.
• Resolve issues with product functionality, reporting, and integrations.
• Write basic to intermediate scripting queries to investigate data problems.

Knowledge Base and Documentation:

• Update and maintain the customer support knowledge base with accurate solutions.
• Collaborate with internal teams to ensure customer-facing documentation is current.
• Assist in improving self-service resources for customer access.

Cross-Functional Collaboration:

• Work with product, engineering, and customer success teams to escalate feedback.
• Provide backup assistance for Engineering team in manual testing.
• Act as a bridge between customers and internal teams.

Performance and Process Improvement:

• Track and report on common customer issues to suggest process improvements.
• Participate in team meetings and feedback sessions to share learnings.
• Stay up to date with product changes and best practices.