Technical Support Specialist

5 days ago


Islamabad, Islamabad, Pakistan APIMATIC Full time

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 Role

You 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.
Responsibilities
  • 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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