Technical Customer Support Specialist

Summary

Join Wiser Solutions as a Technical Support Specialist, a dual role combining high-quality technical support for customers with quality assurance (QA) checks on data delivery. You will diagnose and troubleshoot technical issues, support customers, and ensure data meets quality standards. This role requires strong technical skills, attention to detail, and effective communication. Responsibilities include responding to customer inquiries, resolving technical problems, escalating complex issues, tracking support tickets, creating knowledge base articles, identifying data quality issues, documenting issues in JIRA, and collaborating with internal teams. The ideal candidate will have 2+ years of experience in customer support and advocacy, excellent analytical and communication skills, and experience with database technologies.

Requirements

• 2+ years of professional experience, with direct customer support and advocacy experience in post-sales or professional services functions
• Successfully managed customer engagements to completion and customer satisfaction
• Excellent analytical, communication and problem-solving skills, combined with the ability to provide quick resolution to problems
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention

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
• Prior experience in e-commerce/retail data analytics
• Prior experience with Salesforce Case Management