Are you passionate about solving technical challenges and delivering exceptional customer experiences?

We’re looking for a Technical Support Specialist to join us at MediaValet ! In this role, you’ll be the first point of contact for customers and internal teams, providing expert troubleshooting, diagnosing technical issues, and ensuring seamless resolution. Your work will directly impact customer satisfaction and product reliability, making you a critical part of our customer success strategy.

Key Responsibilities

• Utilize our ticketing system to respond to and track support tickets, ensuring timely follow-up and resolution.
• Provide first-line diagnostic/troubleshooting support and technical expertise to resolve customer issues while maintaining high customer satisfaction.
• Document all issues and resolutions accurately and maintain clear communication with customers throughout the troubleshooting process.
• Act as a customer-facing subject matter expert, offering insights and assistance to optimize their experience with our product.
• Collaborate with product, development, and customer success teams to promptly triage and resolve user issues, analyze root causes, and track the impact of resolutions.
• Stay up to date on Microsoft technologies and apply creative solutions when investigating and solving problems.
• Provide customer education on networking, product features, and best practices as needed.
• Document and maintain knowledge base articles and troubleshooting guides for internal and external use.
• Ensure thorough testing of issues and solutions before implementation, following systematic processes to maintain product quality.
• Work closely with engineering teams to contribute to product development efforts, enhancing reliability and efficiency.

To Be Successful In This Role, You

• Are highly organized and have exceptional attention to detail.
• Have a passion for customer service, technical troubleshooting and take ownership of delivering outstanding customer experiences.
• Are solution-oriented self-starter who take initiative, approach challenges with creativity, and apply strong problem-solving skills
• Are proactive in finding solutions by leveraging existing resources such as our internal knowledge base, previous tickets, Slack discussions, and self-training, asking questions only after thoroughly researching on their own.
• Thrive in a fast-paced environment and are eager to learn quickly on the job.
• Excel in teamwork and collaboration, enjoying the opportunity to work with different teams.
• Can navigate difficult conversations with professionalism, empathy, and a calm approach.
• Possess strong technical knowledge and the ability to explain technical concepts clearly even to a non-public audience
• Ideally have experience providing product support within a Cloud computing, SaaS or IaaS product environment.
• Are process-oriented and work towards improving processes and contributing to internal documentation.
• Are meticulous, ensuring strict adherence to established workflows by double-checking their work and conducting thorough testing before implementing changes, maintaining platform security and stability.
• Are documenting and sharing solutions internally, continuously contributing to our internal wiki.

Qualifications

• Post-secondary degree or equivalent experience in the Technical Support field.
• 1-2 years of experience in a technical support role, preferably within a SaaS company with a cloud-based product.
• Proficiency in Windows and Mac operating systems.
• Strong troubleshooting and problem-solving skills, with the ability to analyze complex systems and identify root causes.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly and concisely.

Bonus Points If You Have Experience/Knowledge In

• Ticketing system such as Zendesk and Jira
• PowerShell
• API and Postman
• Azure products
• Single Sign On
• Technical writing for public-facing knowledge platform
• QA testing
• MS Office and Google Suite products