Job Title:  Technical Support Specialist III

The Technical Support Specialist III provide support by diagnosing and resolving complex hardware, web portal, and mobile application issues that cannot be resolved by lower support tiers. This person serves as a subject matter expert who documents cases in Salesforce/Jira, collaborates with engineering teams, and mentors support staff to ensure high-quality customer experiences.

ESSENTIAL DUTIES AND RESPONSIBILITES

• Provide world class customer support\troubleshooting to customers for hardware, web portal and mobile application problems
• A customer-focused mindset with a commitment to delivering high-quality support.
• Analyze, solve and document all customer problems using SalesForce.com/Jira
• Tier 3 representatives deal with inquiries that require in-depth technical knowledge, product expertise, or specialized problem-solving skills, often acting as Subject Matter Experts (SMEs). They are the go-to resource when Tier 1 and 2 representatives are unable to resolve a customer's problem.
• Diagnose and resolve difficult technical problems, perform advanced troubleshooting, and identify underlying product issues or bugs, collaborating with engineering teams when necessary.
• Effectively communicate solutions to customers, provide updates on long-standing issues, and ensure a high level of customer satisfaction even in complex situations.
• May mentor offshore support personnel and contribute to the development of internal knowledge bases.
• Typically requires significant customer service or technical support experience (often 3+ years) and may involve relevant certifications or a bachelor's degree in a related field.
• Provide formal training to Tier II personnel as needed.
• Investigating and resolving escalated issues that are not solvable at lower tiers, often requiring in-depth analysis and root cause identification.
• Providing specialized technical support for specific products, services, or technologies.
• Mentoring and training lower-tier support staff, sharing expertise and best practices.
• Identifying recurring issues and implementing preventive measures to minimize future incidents.
• Managing and configuring systems, servers, and networks as needed, often in collaboration with other IT teams.
• Maintaining clear and effective communication with customers, both verbal and written, while ensuring a high level of customer satisfaction.
• Strong understanding of relevant technologies, systems, and software.
• Analytical and critical thinking skills to diagnose complex issues and implement solutions.
• Excellent written and verbal communication skills to convey technical information clearly.
• Consistently meet Technical Support Specialist scorecard matrix

EXPERIENCE/REQUIREMENTS

• Significant customer service or technical support experience (3+ yrs.)- must have.
• Relevant certifications or a bachelor's degree in a related field or equivalent experience
• Advanced troubleshooting skills and ability to diagnose complex technical problems
• Experience using Salesforce.com and Jira for documentation
• Ability to act as a Subject Matter Expert (SME) and resolve escalated issues
• Strong communication skills to provide updates and ensure customer satisfaction
• Experience mentoring of offshore support personnel and Tier II staff
• Ability to investigate and resolve root causes of technical issues
• Specialized technical support expertise for specific products or technologies
• Skills in identifying recurring issues and implementing preventive measures
• Experience managing and configuring systems, servers, and networks
• Strong understanding of relevant technologies, systems, and software
• Analytical and critical thinking skills
• Excellent written and verbal communication skills
• Consistent performance in meeting Technical Support Specialist scorecard matrix 

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