Technical Customer Support Coordinator II

Job Description

The Technical Support Specialist is customer facing and dedicated to providing product services and support for our global user base, partner network, and internal staff. You will provide application expertise and assistance in post-sales engagements to drive new and renewing business for all users, focusing on delivering customer expected outcomes following an effortless experience methodology. You will organize, direct, and coordinate all aspects of the service engagements for customers, with a strong focus on technical product services and understanding the business value and positioning of IDVerse solution. You will also act as an escalation point for customer service-related requests and assist with driving continuous improvement in our customer support processes.

Key Responsibilities:

• Handle incoming traffic via supported channels, when necessary, to ensure SLA alignment.
• Serve as the primary point of contact for escalated customer inquiries.
• Collaborate with cross-functional teams to address customer needs and provide timely solutions.
• Own and trouble-shooting new/unknown product issues with a focus on restoring systems to normal service and documenting solutions and updating training materials for the wider audience.
• Technical/Functional Article and FAQ creation, reviews, and modifications.
• Assist with Administration for all internal resources. I.e., Ticketing system and Internal Systems where necessary.
• Assist with support metrics and trends to identify areas for improvement and provide insights to the management team.
• Assist the Services team in driving client retention and growth.
• Generate Program Information Report/RCA documents with a focus on future proofing and system monitoring.
  
  

• Deploying and analyzing code changes via GitHub.
• Provide expert-level technical guidance to staff, guiding them through issue resolution steps effectively.
• Assist clients configure the product where necessary, focused on providing product best practices where SOW is not needed.
• Assist with client onboarding and EBRs (Electronic Batch Record) where necessary.
• Train and onboard new customer support team members.
• Maintain both internal and external training documents where necessary.
• Rostered on-call outage support during assigned shifts.
  
  

• Minimum 3 years’ experience in a related field/role.
  
  

• Experience with all Major OS (Windows, MacOS, Linux).
• Hands on experience with cloud technologies and services.
• Ability to trouble-shoot/understand DB/Network connectivity logs.
• Familiarity with SSL and understanding of corporate level security and authentication methods.
• Understanding of APIs and SDKs.
• Familiarity with ITIL framework.
  
  

• Strong communication and customer skills.
• Strong logical thinking and problem-solving skills.
• Accountability and ownership.
• Exhibits initiative.
• Customer-Centric Mindset.
• Continuous Learning & Improvement
• Ability to work under pressure and be highly organized.
  
  

• Bachelor’s Degree (in any field) or at least 2nd year college completed (with no back subjects/incomplete units)
• Minimum 3 years’ experience in a related field/role – (Technical support experience)
• Less than 3 years of exp can be considered – depends on technical support expertise.
• Can consider fresh graduates – with exposure to programming and coding languages
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• Knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges).
• Advanced Troubleshooting Skills Training.
• Proven customer service skills with excellent written and verbal communication skills.
• Outstanding presentation and training skills.
• Ability to work independently and multi-task, handling calls and emails.
• Self-motivated with a positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST
• Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently
• Willing to work on business unit holidays and/or render overtime when necessary
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months