Technical Support Specialist - US Coverage (Working Hours: 12pm - 9pm)

As a Technical Support Specialist, you will be the primary point of contact for our US customers for any technical queries, such as the API integrations between their system(s) and Prolific, between the hours of 12pm and 9pm. You will handle queries through our internal helpdesk (Dixa), Slack, and email, and be prepared to assist via calls, video chats, and other communication channels as needed. Furthermore, the role will support customers with technical and/or operational processes and automations to optimize their workflows. The position will also be the first port of escalation for any technical issues reported by the Support team, researching, diagnosing and troubleshooting these and escalating to the Engineering team where relevant. You will also collaborate with our Service Delivery team on any incidents, minimizing the impact on our customers for any issues, and coordinating any Support efforts. The role will require developing and maintaining technical expertise in assigned areas of product functionality, including our API as well as the most common software used by our customers, and utilize that expertise effectively to help improve the customer journey