Position Summary:

The Senior Specialist in Global Support will play a critical role in providing high-level technical assistance, troubleshooting, and customer support across global teams. This position requires expertise in managing complex technical issues, collaborating with cross-functional teams, and delivering effective solutions to ensure the satisfaction of internal and external stakeholders. The Senior Specialist will also help drive process improvements, mentor junior team members, and maintain high standards for service excellence.

Key Responsibilities:

• Technical Support & Troubleshooting: Provide advanced technical support for global clients or internal teams, ensuring timely resolution of complex issues related to software or system functionality.
• Incident Management: Oversee the handling of critical incidents, ensuring proper escalation, communication, and resolution while minimizing service disruptions and customer impact.
• Global Collaboration: Work closely with teams from various regions and time zones to deliver seamless support, managing global projects, and sharing knowledge across international offices.
• Process Improvement: Identify and implement strategies to improve support workflows, increase operational efficiency, and enhance service delivery. Work on creating and maintaining knowledge base articles and FAQs for internal and external users.
• Escalation Point: Serve as a primary escalation point for unresolved or high-priority issues, ensuring that challenges are addressed promptly and effectively.
• Mentorship & Training: Mentor junior support staff, providing guidance on best practices, troubleshooting techniques, and customer service skills. Conduct training sessions and develop resources for new team members.
• Documentation & Reporting: Maintain detailed records of support cases, incidents, and solutions. Provide regular reports and metrics on team performance, customer satisfaction, and issue resolution trends.
• Customer Relationship Management: Build strong relationships with clients and internal stakeholders, ensuring their needs are understood and met. Actively seek feedback to improve the support experience.
• Product Knowledge: Stay up to date with new product releases, features, and system updates to effectively support users and anticipate potential challenges.

Soft Skills:

• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Problem-solving mindset, with the ability to think critically and adapt to changing environments.
• Excellent organizational and time management skills, with the ability to handle multiple priorities and tasks effectively.