The technical support specialist is to provide enterprise-level support to customers. As a cloud support specialist, you will work in a team of experienced support engineers to resolve customer's concerns and issues for using cloud infrastructure products. You would use your technical expertise and communication skills to understand customer's problems, provide technical assistance, then guide them to resolution. You would also share your insights with product engineers on customer needs and issues to help product improvements.
Provide technical assistance and support over e-mail as part of a global support organization. (Could be needed to add Chat support in future)
Provide initial response to customer's inquiry, troubleshoot, provide updates, identify root cause, and resolve the issue to the satisfaction of customer.
Handle escalation from customers and lead to satisfactory resolution.
Co-work with engineers across technical and product to resolve complex issues.
Consult with senior engineers and subject matter experts (SME) to accelerate problem resolution.
Follow communication guidelines and security policies when communicating with customers.
Categorize support requests for support and service analytics.
High sensitivity to the importance of each ticket/good sensitivity to triage tickets based on customer importance.