Technical Application Specialist, Sr

Mexico·Monterreymid

OtherApplication Specialist

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Quick Summary

Overview

The Technical Support Specialist, Sr is focused on resolving highly complex technical issues across software platforms and integrated systems while providing expert-level guidance and mentorship.

Technical Tools

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The Technical Support Specialist, Sr is focused on resolving highly complex technical issues across software platforms and integrated systems while providing expert-level guidance and mentorship. The role relies on advanced diagnostic skills, in-depth product knowledge, and the ability to work independently to support critical customer concerns.

Responsibilities

~1 min read

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Resolve escalated technical issues with minimal supervision, communicating directly with customers via phone, email, or chat using expert product knowledge and strong interpersonal skills.
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Troubleshoot advanced client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.
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Stay up to date with software updates and system changes to ensure accurate and timely resolutions.
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Address and resolve customer concerns related to installation, operation, maintenance, or software compatibility.
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Conduct in-depth performance or functionality tests to support issue resolution.
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Develop and apply techniques to gather, track, and triage technical issues, validating them and routing appropriately.
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Identify trends or patterns across case descriptions to proactively anticipate and prevent future problems.
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Recommend and implement process or strategy improvements within the support organization.
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Contribute to and utilize the department's knowledge base and FAQs.
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Coach and mentor other support team members to ensure consistent and high-quality service delivery.
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Specialize in key product areas, including integrations with third-party software packages.

Responsibilities

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Strong attention to detail with excellent analytical and problem-solving skills
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Ability to effectively communicate in both written and verbal formats
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Strong technical troubleshooting abilities across a range of system applications
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Excellent customer orientation and ability to mentor others
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Comfortable working independently and collaboratively in a high-volume, fast-paced support environment

5+ years of applicable experience in a technical support or product specialist role
2+ years of specialized experience in SaaS, e-Commerce, or ERP environments
Demonstrated success in recognizing patterns and contributing to long-term support strategies
Bachelor’s degree or equivalent professional experience
Familiarity with Microsoft SQL, web infrastructure, and client-server architecture