Technical Customer Support Specialist
: Job Details :

Position Summary :

The Mi-Case Technical Customer Support Specialist is responsible for delivering outstanding customer service and technical assistance for our cloud-based software products. This role involves diagnosing and resolving software-related issues, guiding customers through solutions, and collaborating with internal teams to address technical concerns and improve the overall user experience.

Strong communication and problem-solving skills, along with a customer-centric mindset and a proactive approach are essential as you collaborate with various stakeholders to enhance service delivery. Other responsibilities will be acting as a customer advocate, helping to maintain the internal knowledge base, management of the ticketing system, and communicating with internal stakeholders.

Responsibilities

• Provide timely, efficient, and professional support via various channels (email, phone, chat, or ticketing system) to troubleshoot software issues, answer questions, and resolve concerns related to the company's SaaS products.
• Diagnose, troubleshoot, and resolve technical issues ranging from simple queries to more complex software bugs and configuration problems, escalating to specialized teams when necessary.
• Take ownership and responsibility of customer issues until resolved.
• Develop deep knowledge of the company's SaaS products and features, staying updated with new releases, updates, and best practices.
• Work closely with development, product, and QA teams to report software bugs, product feedback, and feature requests.Assist in reproducing customer-reported issues to aid development teams in diagnosis and resolution.
• Create and maintain internal documentation, FAQs, and troubleshooting guides to support customers and internal teams.Update product knowledge articles to reflect new features or common issues.
• Track and report on key performance metrics (e.g., ticket resolution time, customer satisfaction, etc.) and ensure that service-level agreements (SLAs) are met.

Educational/Training and Certification Requirements

• Bachelor's degree in computer science / management information systems or relevant technical field experience
• A minimum of 3 years related professional work experience, such as application support or professional services.

Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library) or ITSM (IT Service Management)

Knowledge, Skills, and Experience

• Familiarity with SaaS platforms, troubleshooting tools, and basic software development concepts (e.g., APIs, databases, etc.)
• Previous experience in a technical support or customer support role, ideally within a SaaS environment.
• Strong written and verbal communication skills, empathy, and a customer-first mindset. Ability to break down technical information into clear, user-friendly language.
• Excellent analytical skills and the ability to think critically when diagnosing complex issues.
• Ability to manage multiple support tickets or cases simultaneously, while maintaining quality and meeting SLAs.
• Experience with bug tracking; Azure DevOps preferred
• Hands on experience with Service Desk software; Service Desk Plus Cloud preferred

Success Measures

• Response time within documented SLAs for each customer
• Resolution Time within documented SLAs for each customer
• Staff satisfaction.
• Ticket aging reports (daily, weekly, monthly)
• Number of Outstanding Issues.

Competencies

Results - Consistently complies with quality, service and productivity standards and meets deadlines; maintains focus on company goals.

Professional Development - Demonstrates a commitment to professional development by proactively seeking opportunities to develop new capabilities, skills, and knowledge; acquires the skills needed to continually enhance his/her contribution to the company and to his/her respective profession.

Communication - Respectfully listens to others to gain a full understanding of issues; comprehends written material; presents information in a clear and concise manner orally and in writing to ensure others understand his/her ideas; appropriately adapts his/her message, style, and tone to accommodate a variety of audiences.

Problem Solving - Analyzes problems by evaluating available information and resources; develops effective, viable solutions to problems which can help drive the effectiveness of the company.

Teamwork - Cooperates with others to accomplish common goals; works within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others; can work effectively with people of diverse backgrounds and characteristics.

Interpersonal and Organizational Professionalism – Follows through on initiatives and meets deadlines, puts thought into appropriate professional- development and keeps skills updated.

Environmental and/or Physical Factors

• The work environment and dress code tend to be informal, depending on the amount of client contact.
• Long periods in front of a computer terminal.
• Regularly required to sit, use hands, talk, and hear. Occasionally required to walk and reach.
• Standard work hours are typically 8am to 5:00pm. However, there will be rotational on-call responsibility.

[AT1]I am wondering if 6 years of experience is more than what we want out of the gate. On the plus side, the learning curve might not be as steep.However it will raise the price tag, and possibly higher than we are interested in paying at this point.

[TL2]yeah that seems high

what about 2 years?

[AT3]Thanks. Two years seems a bit more appropriate. I think we are looking for slightly more junior talent that we can develop.