Technical Support Specialist

The Technical Support Specialist will receive and respond to escalated Customer cases regarding technical and functional questions or issues. Handle a variety of complex issues dealing with various platforms, operating systems, applications, integrations, inbound/outbound calling, caller ID, calling features, etc. In this role you will analyze, reproduce, and be part of the resolution. You will assist the Frontline Support team to train them on some specific topics, and improve how the issues are escalated to the Technical Support team. Train the Customer Support Team about relevant subjects and create and maintain internal documentation. You will work closely with developers and product management colleagues to diagnose, understand, and resolve issues. Mitigate risks in potential features, and bring best practices to the Customer Support Team; Take ownership with internal and external stakeholders to define and resolve systemic issues, and suggest product enhancements and eventual workarounds. You will recommend and support the implementation of process improvements; Monitor Customer Support metrics to proactively identify trends and recurring issues. You will follow up with customers to ensure ongoing high levels of satisfaction. You will work directly with them to help solve complex technical and operational questions and have a direct impact on their ability to make and receive phone calls, leverage the right products/integrations and grow their business.