Technical Support Specialist

Responsibilities

• Receive and respond to escalate Customer cases regarding technical and functional questions or issues
• Handle a variety of complex issues dealing with various platforms, operating systems, applications, integrations, inbound/outbound calling, caller ID, calling features, etc.
• Analyze, reproduce, and be part of the resolution
• Assist the Frontline
• Support team to train them on some specific topics, and improve how the issues are escalated to the Technical
• Support team. Train the Customer
• Support Team about relevant subjects.
• Create and maintain internal documentation
• Work closely with developers and product management colleagues to diagnose, understand, and resolve issues. Mitigate risks in potential features, and bring best practices to the Customer
• Support Team

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