Technical Support Specialist

4 semanas atrás

Lisboa, Lisboa, Portugal Tracer Tempo inteiro
Technical Support Specialist Role Summary
Tracer, a leader in brand protection, is seeking an experienced Technical Support Specialist to enhance the customer experience of corporate brands by eliminating brand misuse and fraud across the modern, digital universe. This role is responsible for supporting internal and external customers who interact with our Tracer Protect Portal, Tracer Registrar, and other systems that drive the customer experience.

Key Responsibilities:
  • Collaborate with the Support Team, Customer Success, Engineering, and IT management to troubleshoot issues and resolve problems across multiple internal and external Tracer customers.
  • Support the management of escalations, serve as a resource in complex issues, and guide colleagues in overall case flow management including expectation setting and driving reported issues to closure.
  • Provide feedback internally and to customers on root causes, issue patterns, and recommended changes to processes, tools, and configurations to improve the overall customer and product experience.
  • Analyze and troubleshoot technical issues utilizing low-level information and tools such as application logs, error logs, call stacks, SQL, terminal, grep, curl, telnet, openssl, and ssh.
  • Familiarity with Google Workspace and Microsoft Office Suite is desired.
  • Maintain knowledge of technology innovations and trends to improve customer experience.

Requirements:
  • Bachelor's degree in computer science or related field, or equivalent experience.
  • 4 years of related experience.
  • 2+ years experience in providing technical support.
  • Experience working with AWS Services.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Language Skills: Verbal and written English is desired.

About Tracer
Tracer is committed to building a diverse community working towards our common company goals in a safe and collaborative environment where harassment of any kind is strictly prohibited. We strive to provide equal opportunity employment regardless of race, ethnicity, religion, gender identity, sexual orientation, age, disability, or veteran status, or any other basis.

Why Choose Tracer
At Tracer, we offer a competitive benefits package that includes health insurance, paid time off, paid holidays, parental leave, a Coverflex Card, professional development, and our 'Flex Friday' program. Flex Friday gives you the ability to focus on work with no internal meetings every Friday, plus the ability to take 1 Friday off every month.

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