Company : ABC Nova Scotia
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ABC TRAINERIZE TECHNICAL SUPPORT SPECIALIST

We are seeking a talented individual to join our team as a Technical Support Specialist. In this role you will play a crucial role in providing advanced technical support to our customers and our Coach Support Team. Your responsibilities will include resolving complex issues, offering internal guidance to your peers in Coach Support, and collaborating with our quality assurance, development, and product teams to identify and escalate product defects. You will thrive in a fast-paced environment, leveraging your strong problem-solving skills and excellent communication abilities.

• Technical Support: Provide advanced technical assistance to customers who have complex issues that cannot be resolved by our Coach Support team.
• Internal Guidance: Offer internal guidance to your peers in Coach Support to ensure they can quickly identify and escalate technical challenges.
• Troubleshooting: Respond to and resolve technical support tickets in a timely manner, using phone, email, and chat.
• Issue Escalation: Troubleshoot complex technical issues and escalate them to our Quality Assurance and/or development team, as necessary.
• Expectation Management: Provide regular updates on issue resolution progress to manage customer and team expectations.
• Documentation: Create and maintain technical support documentation, including knowledge base articles, internal FAQs, and our known issues page.
• Organization: Maintain and index the tickets for technical support for both known issues and those that are still under investigation.
• Feedback: Provide valuable feedback to the product management team on client feature requests and product improvements.
• Training: Participate in ongoing training and professional development to stay up to date on product knowledge and technical support best practices.
• Collaboration: Contribute to the onboarding and training of other technical support escalation team members in our systems and operations.