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Technical Support Specialist
2 months ago
Eflow Global is a leading provider of Regtech cloud solutions to Investment firms. We are a rapidly expanding company with a strong focus on innovation and customer satisfaction.
Job DescriptionWe are seeking a talented Technical Support Specialist to join our dynamic team. As the first point of contact for our clients, you will provide technical assistance and support for our SaaS products, addressing inquiries, troubleshooting issues, and ensuring a seamless user experience.
Key Responsibilities- Client Support: Serve as the initial point of contact for client inquiries and technical support requests, providing timely and professional assistance to clients experiencing technical issues or seeking product guidance.
- Troubleshooting: Troubleshoot and diagnose software problems, escalating complex issues to Level Two support when necessary.
- Product Guidance: Guide clients through product functionality and features, offering clear explanations and instructions.
- Training: Lead training sessions, upon request, with existing clients on the different Products they are subscribed to.
- Documentation: Document client interactions, issues, and resolutions in the helpdesk ticketing system.
- Collaboration: Collaborate with internal teams, including Development, Customer Success, and Onboarding to identify and resolve software bugs and issues.
- Support Documentation: Assist in the creation and maintenance of support documentation, including FAQs and troubleshooting guides.
- Process Improvement: Continuously seek opportunities to enhance the customer support experience and streamline processes.
Career progression in this field is often based on a combination of technical expertise, customer service skills, leadership abilities, and a proactive approach to professional development. Employees who consistently demonstrate value to the organisation, take on additional responsibilities, and seek out opportunities for growth and advancement are well-positioned to advance their careers within the company.
Qualifications and Skills- Bachelor's degree in Information Technology, Computer Science, or related field preferred.
- Previous experience in a customer service role.
- Strong understanding of software applications and troubleshooting methodologies.
- Excellent communication skills, both written and verbal, with the ability to convey technical concepts clearly and concisely.
- Exceptional problem-solving abilities and a proactive approach to issue resolution.
- Ability to work collaboratively in a fast-paced environment and prioritise multiple tasks effectively.
