Technical Customer Support Specialist

Summary

The Technical Support Specialist at Wiser Solutions is a dual role position that combines technical support responsibilities with quality assurance checks on data deliverables. The ideal candidate should have 3+ years of professional experience in post-sales or professional services functions, with direct customer support and advocacy experience.

Requirements

3+ years of professional experience, with direct customer support and advocacy experience in post-sales or professional services functions

Responsibilities

• Respond to customer inquiries via email or phone, providing timely and effective solutions to technical issues
• Diagnose and resolve technical problems by guiding customers through step-by-step solutions
• Escalate complex issues to higher-level support, Operations or engineering teams when necessary
• Effectively track, prioritize, and ensure that support tickets meet SLAs and are resolved to total customer satisfaction and on time
• Create and update knowledge base articles to help customers and internal staff resolve common issues
• Proactively identify bugs, data quality issues, and other issues for Key/Strategic customers
• Document and report issues in JIRA, providing detailed information to facilitate resolution by the Ops and/or Eng teams
• Work closely with Engagement Managers to proactively follow-up on issues and support their data quality initiatives for key/strategic customers
• Provide back-up support for when Engagement Managers are on leave/PTO for key/strategic customers
• Participate in process improvement initiatives, highlighting high impact issues to cross-functional teams

Preferred Qualifications

• Experience/knowledge of MySQL, SQL Server Management Studio, and Python a plus
• Prior experience in e-commerce/retail data analytics a plus
• Prior experience with Salesforce Case Management a plus