Technical Support Specialist

Titan Professional Resources is seeking a Technical Support Specialist to join one of our clients. This role will provide technical assistance and troubleshooting support to users of the company's mobile and desktop Hailtrace applications. The ideal candidate is customer-focused, technically proficient, and able to communicate solutions effectively while collaborating with internal teams to improve the overall user experience.

Responsibilities:

• Provide technical support to users by addressing inquiries, troubleshooting issues, and assisting with software navigation.

• Diagnose and resolve technical issues related to the company's SaaS platform, escalating complex issues to the appropriate internal teams when necessary.

• Document common issues, resolutions, and troubleshooting procedures to improve support efficiency.

• Communicate recurring issues, user feedback, and potential software enhancements to product and development teams.

• Follow up with users regarding open support tickets, provide status updates, and ensure issues are resolved in a timely manner.

• Manage multiple support requests while prioritizing tasks and maintaining accurate documentation.

Qualifications:

• Previous experience in technical support, preferably within a software, SaaS, or technology-focused environment.

• Strong technical aptitude and ability to quickly learn software products, features, and workflows.

• Excellent problem-solving and analytical skills, including the ability to identify root causes and determine when to escalate issues.

• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.

• Excellent customer service skills with a patient, professional, and empathetic approach.

• Strong attention to detail, time management, and organizational skills.

• Ability to collaborate with internal teams and adapt to changing priorities.

• Commitment to continuous learning and improving technical support processes.