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Support Solutions Specialist

hace 3 semanas

Alajuela, Alajuela, Costa Rica Golabs A tiempo completo

About the Job

Golabs is seeking a highly skilled Support Solutions Specialist to join our team. As a key member of our Customer Experience Technical Support team, you will be responsible for developing and maintaining technical knowledge solutions, researching, diagnosing, and troubleshooting customer issues, and handling customer escalations.

The ideal candidate will have experience with multiple technologies, including Networking, Data Center, Security, and Cloud. They will also possess excellent communication and interpersonal skills, as well as advanced analytical thinking and problem-solving abilities.

Responsibilities

  • Develop and maintain technical knowledge solutions
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
  • Document and track customer issues to resolution while adhering to SLAs
  • Identify and document technical defects and other challenges
  • Handle customer escalations
  • Provide prompt and accurate feedback to customers
  • Act as a key escalation channel for our Customer Experience Technical Support team
  • Summarize complex product issues accurately and thoroughly for escalation to Tier 3 support
  • Update knowledge base and documentation with technical and issue resolution
  • Take part in shaping new features and products and represent the voice of the customer

Requirements

  • Familiarity with multiple technologies, including Networking, Data Center, Security, and Cloud
  • Experience with cyber security products, specifically NAC, RADIUS, and 802.1x
  • Experience with network configuration and architecture - Layer 2/Layer 3 Switching/Routing, TCP/IP, VPN
  • Experience in a customer-facing role with excellent communication (written and verbal) and interpersonal skills
  • Independent, initiator, and a team player
  • Advanced analytical thinking and problem-solving skills
  • Research and troubleshooting abilities