
Senior Technical Support Specialist
3 days ago
Motive is a leading provider of safety, operations and finance solutions for physical operations.
As a Senior Technical Support Specialist, you will play a critical role in managing, tracking, diagnosing, troubleshooting and identifying root causes for customers in Technical Support.
Key Responsibilities:
- Exceed customer expectations in terms of quality, timeliness, documentation, resolution, and customer experience.
- Resolve support issues related to Motive's products.
- Investigate the source of errors/bugs using data and tools available. Report inconsistencies and bugs to the Technical Lead/Engineering through Jira.
- Assess the impact and prevalence of issues by analyzing data to determine the root cause.
- Utilize tools developed by the engineering team to modify erroneous user/driver data for resolving technical support issues.
- Provide constructive feedback to Tier 1 agents for training purposes and assisting with technical questions.
Requirements:
- 2-3 years of experience in Customer Support, technical support or software development, preferably customer-facing roles.
- Bachelor's Degree in Computer Science/Engineering or equivalent practical experience.
- Familiarity with the software development process and tools for SAAS-based products.
- Candidate must possess technical knowledge/troubleshooting skills and a willingness to learn and excel.
- Candidate should be able to perform an in-depth root cause analysis.
- Basic knowledge of SQL and Python is a plus.
Motive is committed to creating a diverse and inclusive workplace. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.
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