
Technical Support Specialist
5 days ago
We are a developer experience company with a mission to increase developer productivity worldwide. Our flagship product is a code generation engine that generates developer portals and API SDKs for programming languages.
About the RoleYou will possess a deep technical understanding of our entire product and service portfolio. You will leverage this knowledge to offer enterprise-level assistance to our customers, with a particular focus on those based in the United States.
Our ideal candidate is an enthusiastic self-starter with strong empathy and the ability to excel in demanding situations. They should be a dependable resource that customers can confidently turn to for prompt and precise solutions to any technical issues they encounter.
- You should have a natural inclination to help and take pleasure in assisting people with technical issues.
- You should be able to simplify complex technical details for easy understanding.
- You should possess strong technical problem-solving skills, with the ability to identify root causes and provide effective solutions.
- You should have a customer-centric, empathetic mindset.
- You should be able to quickly acquire and effectively transfer knowledge.
- You should have the consultative mindset and excellent relationship management skills.
- You should have strong communication and negotiation skills.
- You should have a "can-do" attitude.
- You should be able to build relationships with potential customers.
- You will provide timely support to both technical and non-technical customers, responding promptly and accurately to their queries, feature requests, bug reports, etc., via email or chat applications.
- You will use targeted questions to quickly understand the root of customer issues.
- You will contribute to product improvement by collecting customer feedback and identifying patterns or essential information from customer interactions.
- You will take ownership of technical issues and queries, collaborating with relevant team members from engineering, sales, or marketing to resolve them.
- You will prioritize and manage several open issues simultaneously, including proper recording, tracking, and resolution.
- You will follow up with customers in a timely manner to inform them of bug fixes, feature releases, ensuring their satisfaction.
- You will provide weekly/monthly reports on customer issues and their status.
- You will research, diagnose, troubleshoot, and identify solutions to resolve system issues.
- You will communicate with clients over the phone or provide clear, written instructions and technical manuals until the issue is resolved.
- You will assist in training or onboarding new customers.
- You will resolve escalated customer complaints without the need for team lead intervention.
- You will write support documentation, including onboarding guides, manuals, and other troubleshooting documents.
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