Senior Technical Support Specialist

This role is pivotal in delivering a premium technical support experience for customers with an enhanced service offering.

Responsibilities

• Broaden and fortify relationships with key stakeholders across assigned accounts.
• Lead regular case reviews and performance metric discussions. Provide timely updates on customer issues and account health to internal teams and leadership.
• Participate in customer-facing meetings, including Quarterly Business Reviews.
• Represent the customer's voice internally to drive continuous improvement.
• Manage escalated issues in collaboration with the Escalation Manager.
• Understand and communicate customer-specific customizations and technical needs.
• Monitor and follow up on customer satisfaction through surveys, feedback, and postmortem reviews.
• Share technical best practices and relevant updates with customers.

Requirements

Preferred Qualifications

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