We are looking for a dedicated Technical Support Specialist to help support existing and future Movilitas.Cloud customers. The Movilitas.Cloud platform delivers specific applications and APIs for the pharmaceutical industry and will be extended to different environments within the supply chain network. As a Technical Support Specialist, you will assist customers with common system setup, configuration, and troubleshooting tasks associated with the Movilitas.Cloud platform.
Responsibilities
- Respond to customer support inquiries via email, phone, and chat
- Record inquiries as tickets in the Support Management System (Freshdesk)
- Classify inquiries as incidents, requests, changes, and problems
- Support, troubleshoot, and resolve common end-user issues, including password resets and system configuration settings
- Analyze logs and database records to find solutions
- Document solutions, maintain the support Knowledge Base and actively propose improvements that will resolve repeated issues
- Maintain clear, concise, and frequent communication with the customer throughout the support ticket lifecycle
- Collaborate with the software development team to resolve technical challenges and improve overall customer experience
- Perform testing of new features and proofread updated user documentation
Education and Experience
- High school diploma with experience with software support, or
- A recent graduate from technical university with IT background
- Any additional experience that matches the responsibilities is considered an advantage
Basic Qualifications
- Ability to quickly and effectively address customer service inquiries
- Ability to rapidly learn and retain new information
- Excellent English writing and speaking skills
- Hands-on experience with any database system
- Ability to function well in a high-paced team environment
Desired Skills
Prior experience in a technical customer service or support role
Prior experience supporting SaaS-based systems
Experience with MongoDB
Understanding how SaaS and APIs work
Job description provided by Movilitas.
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