Technical Support Specialist II

📋 Description

• Provide world-class client support for Professional Archive SaaS via phone, chat, and email.
• Act as a client liaison and advocate for issue resolution.
• Handle complex issues; identify root causes and create reproducible test cases.
• Diagnose, troubleshoot, and resolve customer issues; escalate as needed.
• Manage cases with timely updates and resolutions; coordinate with cross-functional teams.
• Capture and share knowledge using KCS; promote self-service with knowledgebase and community.

🎯 Requirements

• 2+ years experience in Customer Service, IT, SaaS and/or cyber security desired.
• 1 week on-call rotation quarterly.
• Hybrid in-office attendance is required on specified days.
• Excellent written and verbal communication skills.
• Excellent critical thinking and time management skills.
• The ability to communicate technical information to non-technical audiences.

🎁 Benefits

• Collaborative, open environment that fosters innovation and growth.
• Work with leading cloud platforms and AI/ML tooling.
• Global, diverse workplace with recognition for culture.
• Opportunities for career development and learning.