Senior Technical Support Specialist - Fluent English Speaker

About the Role We are looking for a Level 2 Technical Support Specialist to join our global team and support our operations in the United States. In this role, you will help ensure that customers worldwide receive high-quality support and assistance when using our platform and services. We follow a strong customer-centric approach, from designing innovative solutions to providing outstanding customer support. As part of our team, you will interact directly with customers, assist them with technical and service inquiries, and collaborate with internal teams to ensure the best possible user experience. This is a technical role. The core of the work is network troubleshooting device connectivity, data collection agents, and the communication between networked printing devices and the monitoring platform. Candidates who enjoy technology, troubleshooting, and customer interaction, and who want to grow in an international Software as a Service environment, will do well here. Key Responsibilities Serve as a primary point of contact for customers, providing professional support via email and phone. Diagnose and resolve network and connectivity issues affecting monitored printing devices. Assist with troubleshooting device connectivity, data collection agents, and platform-related issues. Provide guidance on network printer monitoring, device communication, and software configuration. Support customers during installation, configuration, and usage of the platform and related tools. Handle customer inquiries and issues efficiently, escalating complex cases when required. Collaborate with internal teams, including technical support, development, and operations, to resolve technical cases. Identify recurring issues and suggest improvements to internal processes and customer documentation. Maintain accurate records of support interactions in the company systems. Technical Core Requirement: Networking Networking is the primary skill for this role and the main basis on which candidates are assessed. Solid, demonstrable working knowledge is required in: Internet Protocol addressing and subnetting Domain Name System and Dynamic Host Configuration Protocol Firewalls, ports, and traffic rules Simple Network Management Protocol and device discovery on a network Structured network connectivity troubleshooting, end to end Network printers, multifunction devices, and device monitoring systems Further Requirements Experience: three to five years in technical support or customer support, at Level 2 or equivalent, preferably in information technology or Software as a Service industry. English: fluent written and spoken English is essential. Systems: good working knowledge of personal computer systems, operating systems, and software installation. Microsoft 365: Excel, Word, and Microsoft Teams for collaboration and communication. Platforms: understanding of Software as a Service platforms and cloud-based applications. Web interfaces: experience working with web-based interfaces, portals, and intranet website management. Deployment: ability to assist customers with software deployment and configuration of data collection tools. Soft skills: strong analytical and troubleshooting skills, excellent listening skills, attention to detail, strong organizational and time management skills, and a strong communication and customer-oriented mindset. Working style: able to work both independently and collaboratively in a remote team environment. Show more Show less