Position: Customer Support Specialist / Analyst
Category: Support
English level: fluent
Years of experience: 3


Tier 3 Product Support Analyst

Troubleshooting Users’ Issues
- providing technical advice and guidance to users while employing a high degree of customer service, technical expertise, incident resolution, and timeliness
- applying in-depth troubleshooting and debugging skills to identify the root cause of issues that are out of scope for Tier 1 and Tier 2 Support Specialists
- developing clear reproduction steps for issues, both for problem-solving and acceptance testing
- coming up with creative workarounds and best avenues for resolving the problem based on the limitations of the product

Collaborating with other departments
- partnering with Product and QA teams to define the best way to tackle known issues and high-volume requests
- documenting customer feedback and sharing insights with the team to coordinate efforts on behalf of the customers 
- preparing monthly and quarterly reports of the most common issues and concerns, analyzing trends, and identifying action points in order to improve customer experience

Within the Customer Care department
- gathering customer service data and trends to get a clear picture of the department's operations and ways to improve them; translating those findings into apprehensible reports or presentations for management 
- developing tools to improve issue tracking and data collection practices within the department
- maintaining and updating the Knowledge Base to ensure that our documentation is up-to-date and accessible
- identifying training needs, creating training materials, and providing onboarding Q&A sessions
I am looking for an opportunity to apply my technical expertise, customer service, and incident
resolution skills while working with an inspiring and powerful product.

The part of my job that excites me the most is the troubleshooting process and the moment of truth
when I find the root cause of an issue. I work best in teams of dedicated professionals who strive for
perfection and are always looking for ways to optimize the process to best meet their customers’
needs.

I am currently not considering positions that include calls and night shifts.