Technical Support Specialist

Job description

Description: - Respond to customer inquiries and support requests via Zendesk and other channels. - Analyse system behaviour and customer data to diagnose performance and connectivity issues. - Resolve recurring operational incidents. - Collaborate with internal teams to identify underlying causes of service irregularities. - Own support tickets from investigation through resolution with minimal oversight. - Provide consistent and informative updates to customers throughout the case lifecycle. - Ensure accurate ticket categorization, prioritization, and closure based on business impact. - Identify and suggest improvements to support tooling and diagnostic workflows. - Test and provide feedback on internal support utilities. - Produce concise, scenario-driven documentation to support recurring cases. - Maintain workflows for internal troubleshooting procedures and escalation points. - Log case studies for new incident types and coordinate feedback into training materials. - Serve as a go-to resource for junior colleagues on platform behaviour and debugging tips. - Participate in onboarding support peers by walking through real cases and tools. - Track incident types and trends using...