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Technical Support Specialist
2 months ago
{"h1": "Technical Support Specialist at Guardz", "p": "At Guardz, we're on a mission to create a safer digital landscape for small and medium businesses. As a Technical Support Specialist, you'll play a critical role in ensuring our customers have an exceptional experience with our Secure & Insure platform.
Your responsibilities will include resolving customer issues, collaborating with engineering teams, and contributing to knowledge base development. You'll also have the opportunity to influence product improvements and shape the platform's future.
To succeed in this role, you'll need strong problem-solving skills, excellent communication skills, and the ability to work independently and collaboratively within a team.
If you're a passionate problem-solver with a knack for clear communication and a desire to work in a fast-paced, collaborative environment, then we want to hear from you.
Responsibilities:
* Resolve customer issues: Deliver fast and efficient support, addressing customer queries and resolving issues related to our platform.
* Bug reporting: Identify, document, and report bugs, working closely with engineering to ensure timely resolutions.
* Cross-functional collaboration: Partner with Customer Success and Engineering teams to prioritize and resolve critical customer issues.
* Product influence: Leverage customer feedback to drive product improvements and shape the platform's future.
* Quick troubleshooting: Apply strong problem-solving skills to diagnose and resolve issues with minimal disruption.
* Proactive communication: Keep customers informed and up-to-date throughout the entire support process.
* Solution documentation: Create and maintain comprehensive, user-friendly documentation for common issues and solutions.
* Continuous improvement: Gather feedback to inform and fuel ongoing enhancements to our products and services.
* Customer onboarding and training: Guide new users to quickly become proficient with our platform.
* Performance monitoring: Proactively monitor system performance and customer usage to identify and address potential issues.
Requirements:
* 3+ years in a technical support or customer-facing role (tier 2/tier 3), with hands-on experience troubleshooting and resolving technical issues across various technologies.
* Proficiency in SQL.
* Cloud expertise (e.g., Google Cloud, Grafana).
* Familiarity with APIs and REST clients.
* Experience using tools like Postman or cURL.
* Strong knowledge of Incident Management processes.
* Basic understanding of cyber security, networking, and operating systems.
* Experience with Intercom is an advantage.
* Coding skills (Python etc.) is an advantage.
* Exceptional multitasking and project management skills, with a proven ability to manage multiple projects in a fast-paced environment.
* Excellent communication skills, with the ability to explain complex technical concepts to diverse audiences including end-users, developers, and business stakeholders.
* Proven experience in creating and managing technical documentation.
* Ability to work independently as well as collaboratively within a team.
If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you.
Apply now to join our team at Guardz and be a part of shaping the future of cybersecurity."
