Technical Support Specialist

Job Description – Technical Support Specialist

The Technical Support Specialist is responsible for providing configuration support, troubleshooting, and technical guidance to customers using company software solutions. This role involves monitoring and responding to Freshdesk tickets within defined SLAs, investigating system and configuration issues, and ensuring timely resolution of customer inquiries.

Key responsibilities include configuring system settings, building and maintaining custom forms, and managing integrations and data processes using tools such as SQL and XML (as applicable). The specialist works directly with global customers, offering proactive support, guidance, and occasional training to ensure optimal system use. In some cases, this role may serve as a dedicated point of contact for specific customer accounts.