Roca Alliances is a specialized recruitment firm in the tech sector, connecting top talent with leading general companies. We deliver tailored hiring solutions to ensure the perfect match for each role. With deep insight into industry trends, we drive targeted, efficient recruitment that builds long-lasting partnerships and supports business growth. Our mission is simple: help businesses thrive by delivering the right professionals to meet their needs.
Position Overview:
The Customer Support Specialist (CSS) is a proactive and driven professional dedicated to delivering exceptional customer service. With a strong sense of emotional intelligence, self-awareness, and a commitment to continuous learning, the CSS plays a vital role in supporting end users. They provide technical support by fielding calls and responding to requests through the ticketing system, ensuring that users receive timely solutions to software issues. Working with minimal supervision, the CSS is also a key contributor to the knowledge base and acts as a subject matter expert (SME) for client inquiries.
Key Responsibilities
- Provide analytical, technical, and administrative support for software planning, installation, and troubleshooting, ensuring software applications are effectively utilized by end users.
- Support the installation, ongoing maintenance, and troubleshooting of proprietary software systems to ensure user satisfaction.
- Act as the primary point of contact for end users experiencing application software issues. Respond to inquiries through calls, tickets, or emails to provide timely resolutions.
- Schedule dedicated time to resolve user issues in a timely manner, demonstrating problem-solving and technical expertise.
- Maintain detailed and accurate records of all support cases within the ticketing system, ensuring that all issues are tracked and resolved efficiently.
- Draft and update knowledge base articles for common fixes and continuously research new features or functionalit