Customer Support specialist

• Be a technical subject matter expert to support the sales team
• Work closely with the client facing sales team and technical professionals to achieve client satisfaction.
• Performs extensive troubleshooting analysis and responds to emails tickets and chat in a timely manner.
• Provide adequate weekly monthly reports to stakeholders.
• Performs focused professional product training and queries.
• Responds to RFPs with detail and professionalism.
• Responds to functional/nonfunctional requirement documents
• Responds to data privacy/security questions.
• Maintains and continually upgrades technical understanding of products
• Provides technical leadership and ensures technical issues are resolved
• Work with other peers to enhance solution offerings and provide feedback.
• Ensures training of staff to achieve business objectives
• Provides guidance and leadership on performance management and software solutions.
• Coaches mentors and helps develop other members of the Support team.
• Ensures that all team members work efficiently to achieve the highest level of client satisfaction.

• Demonstrated ability to resolve complex presales and post sales technical problems working with demo personnel.
• Demonstrated ability to present technical concepts in a clear manner to customers through training email and tickets.
• Ability to work externally and internally with all levels of the organization
• Outstanding Communication skills would be an added advantage.
• Strong ability in using MS Office (MS Excel and MS PowerPoint) Visio.
• Ability to handle data with confidentiality
• Good in documentationorganizational and time management skills
• Good in communication skills(verbal and oral)
• BSc or Masters in Science or relevant field; additional education in Technical Product Management will be a plus.

organizational skills,client satisfaction,product training,ms powerpoint,communication skills,visio,documentation,data privacy/security,bsc or masters in science,data handling,troubleshooting,technical product management,ms office,time management,rfps,solution enhancements,ms excel,coaching and mentoring,technical subject matter expert,training of staff,technical leadership,performance management