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Technical Support Specialist

2 weeks ago

Fatih, Istanbul, Turkey Logiwa WMS Full time

At Logiwa WMS, we're on a mission to revolutionize the way businesses approach logistics and fulfillment. As a key member of our team, you'll play a vital role in providing advanced technical support to our customers.

We're looking for a skilled Technical Support Specialist to join our dynamic team. With a strong background in warehouse management systems (WMS), you'll be responsible for troubleshooting and resolving complex customer issues, as well as collaborating with cross-functional teams to ensure seamless customer satisfaction.

Responsibilities:
  • Provide expert technical support to customers through various communication channels, including Zoom calls and emails.
  • Analyze and diagnose technical problems reported by customers and provide effective solutions.
  • Collaborate with software development, product management, and quality assurance teams to resolve customer issues and improve product functionality.
  • Document troubleshooting procedures and create knowledge base articles for common customer inquiries.
  • Log and manage customer issues in a ticketing system, ensuring that all customer interactions and resolutions are documented.
  • Continuously evaluate and improve support processes and procedures to enhance customer satisfaction and efficiency.
  • Train and mentor junior support engineers, providing guidance and technical expertise to assist in problem resolution.
  • Collaborate with sales and account management teams to ensure customer success and identify opportunities for upselling or cross-selling.
  • Stay updated on industry trends and new technologies to provide proactive support and effectively address customer needs.