You’re someone who thrives on solving complex challenges and delivering top-tier support. In this role, you'll provide enterprise-level technical assistance to our rapidly growing global customer base, ensuring that both technical and non-technical end users receive effective solutions through various channels. Your expertise will be critical in maintaining customer satisfaction and success.
What You'll Be Doing
- Providing high-quality technical support to Invicti’s enterprise customers.
- Delivering technical solutions to both technical and non-technical end-users via zoom, our support system, and other channels as needed.
- Resolving and taking full ownership of reported customer issues by means of research, diagnosis, troubleshooting, and identifying solutions.
- Remotely connecting to customers’ installations to troubleshoot technical difficulties.
- Evaluating deeper insights into the challenges faced by customers by reviewing product log files.
- Escalating unresolved support tickets to tier 2 support.
- Providing prompt and accurate feedback to customers.
- Ensuring proper documentation and resolution of all technical inquiries.
- Collaborating with the Invicti sales team, resellers, and distributors with technical queries.
- Proposing new technical content to be shared within Invicti’s social media articles, blog postings, and other means of communication with our customer base.