Senior Technical Support Specialist
About Us
At HexionLab, we prioritize exceptional technical support and customer satisfaction. As a Senior Technical Support Specialist, you will lead the resolution of advanced technical issues, contribute to product improvements, and mentor junior team members in delivering top-tier technical support.
Position Overview
The Senior Technical Support Specialist is responsible for handling escalated technical issues, collaborating with engineering teams, and driving improvements in technical support processes. This role requires deep technical expertise and strong problem-solving skills.
Key Responsibilities
- Manage and resolve escalated technical support cases, providing expert-level troubleshooting for complex software, hardware, and network issues.
- Collaborate with engineering and product teams to provide feedback and drive product improvements.
- Create and update technical documentation, including best practices and knowledge base articles.
- Mentor junior and mid-level technical support staff, fostering knowledge-sharing and skill development.
- Conduct root cause analysis for recurring issues and recommend process improvements.
- Assist in testing and validating new software updates, features, and bug fixes.
What You’ll Gain
- Opportunities to lead and resolve complex technical challenges.
- Collaboration with engineering and product teams to enhance technical processes.
- Leadership and mentoring opportunities in a fast-paced, supportive environment.
Skills and Qualifications
- 5 to 8 years of experience in technical support, IT support, or related roles.
- Advanced technical troubleshooting skills, with expertise in software, hardware, and network problem-solving.
- Strong leadership and mentoring abilities, with a focus on team development.
- Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- Familiarity with ticketing systems, support tools, and IT troubleshooting frameworks.
- A degree in Information Technology, Computer Science, or a related field is preferred.
Ready to Join Us?
If you are a seasoned technical support professional passionate about solving complex issues and mentoring others, apply now to join HexionLab as a Senior Technical Support Specialist.
Contact us at the HexionLab office or submit a business inquiry online.
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