Senior Customer Support Specialist, Technical Escalations

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Our client is a rapidly growing technology company seeking a highly skilled Senior Customer Support Specialist to manage technical escalations in Omaha, Nebraska, US . This role is critical in ensuring our customers receive timely and effective solutions to complex technical issues. You will act as a point of escalation for challenging customer problems, diagnosing intricate software and hardware issues, and collaborating with engineering and product teams to find resolutions. The ideal candidate will possess deep technical knowledge, exceptional problem-solving abilities, and outstanding communication skills, with a proven track record in customer support or technical service roles. You will be responsible for documenting issues, tracking resolutions, and providing feedback to product development teams to drive continuous improvement. This position offers a hybrid work model, requiring a balance of on-site collaboration and remote flexibility.

Key Responsibilities: Provide Tier 2/3 technical support and resolve complex customer issues escalated from the Tier 1 support team. Diagnose and troubleshoot software, hardware, and network-related problems for customers. Collaborate closely with engineering, product management, and quality assurance teams to identify root causes and implement permanent solutions. Document all customer interactions, technical issues, and resolutions accurately in the CRM system. Develop and maintain comprehensive technical knowledge base articles and troubleshooting guides. Identify trends in customer issues and provide feedback to product teams for product improvement. Mentor and train junior support staff on technical troubleshooting and customer service best practices. Manage customer expectations and ensure timely communication throughout the issue resolution process. Participate in on-call rotation to provide after-hours support as needed. Contribute to the continuous improvement of support processes and tools. Ensure a high level of customer satisfaction through efficient and effective problem resolution. Qualifications: Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent work experience will be considered. Minimum of 4 years of experience in customer support, technical helpdesk, or a similar technical role. Strong understanding of operating systems (Windows, macOS, Linux), networking protocols, and common software applications. Experience with troubleshooting complex technical problems and providing clear, concise solutions. Excellent analytical and problem-solving skills. Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users. Proficiency with CRM software and ticketing systems. Ability to work effectively in a hybrid work environment, demonstrating strong self-management. Customer-focused mindset with a passion for helping others. Experience with scripting or basic programming is a plus. If you are a dedicated Customer Support professional with strong technical aptitude and a desire to excel in a hybrid environment, we encourage you to apply.

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