Application support Specialist & Customer Technical support

As a Customer Technical Support/Application Support Specialist at The Whiteboard, your role will involve providing international voice-based support to customers for technical queries and issues related to applications and services. You will be responsible for troubleshooting incidents, performing root cause analysis, resolving or escalating issues within defined SLAs, and documenting all interactions and solutions in the ticketing system. Your daily tasks will include closely monitoring application performance, coordinating with internal technical teams for complex problems, and proactively following up with customers to ensure issue resolution and satisfaction. Additionally, you will contribute to knowledge base articles, share product feedback, and support the continuous improvement of support processes and customer experience. Key Responsibilities: - Provide international voice-based support to customers for technical queries and issues related to applications and services - Troubleshoot incidents, perform root cause analysis, and resolve or escalate issues within defined SLAs - Document all interactions and solutions in the ticketing system - Monitor application performance closely and coordinate with internal technical teams for complex problems - Proactively follow up with customers to ensure issue resolution and satisfaction - Contribute to knowledge base articles, share product feedback, and support continuous improvement of support processes and customer experience Qualifications: - Strong Application Support experience, including hands-on work with production or customer-facing applications - Demonstrated analytical skills and problem-solving ability to diagnose and interpret technical issues efficiently - Solid Technical Support and Troubleshooting skills, with at least 2+ years in an international voice support environment - Excellent communication skills in English (verbal and written), with a professional, empathetic, and clear customer-facing style - Experience with ticketing tools, remote support tools, and basic monitoring systems - Ability to work in rotational shifts to support international customers, if required - Bachelors degree in IT, Computer Science, Engineering, or a related field (or equivalent relevant experience) - Familiarity with SaaS, web applications, databases, or basic networking concepts is an advantage - Proven ability to work collaboratively in a team, manage priorities, and maintain accuracy under time pressure As a Customer Technical Support/Application Support Specialist at The Whiteboard, your role will involve providing international voice-based support to customers for technical queries and issues related to applications and services. You will be responsible for troubleshooting incidents, performing root cause analysis, resolving or escalating issues within defined SLAs, and documenting all interactions and solutions in the ticketing system. Your daily tasks will include closely monitoring application performance, coordinating with internal technical teams for complex problems, and proactively following up with customers to ensure issue resolution and satisfaction. Additionally, you will contribute to knowledge base articles, share product feedback, and support the continuous improvement of support processes and customer experience. Key Responsibilities: - Provide international voice-based support to customers for technical queries and issues related to applications and services - Troubleshoot incidents, perform root cause analysis, and resolve or escalate issues within defined SLAs - Document all interactions and solutions in the ticketing system - Monitor application performance closely and coordinate with internal technical teams for complex problems - Proactively follow up with customers to ensure issue resolution and satisfaction - Contribute to knowledge base articles, share product feedback, and support continuous improvement of support processes and customer experience Qualifications: - Strong Application Support experience, including hands-on work with production or customer-facing applications - Demonstrated analytical skills and problem-solving ability to diagnose and interpret technical issues efficiently - Solid Technical Support and Troubleshooting skills, with at least 2+ years in an international voice support environment - Excellent communication skills in English (verbal and written), with a professional, empathetic, and clear customer-facing style - Experience with ticketing tools, remote support tools, and basic monitoring systems - Ability to work in rotational shifts to support international customers, if required - Bachelors degree in IT, Computer Science, Engineering, or a related field (or equivalent relevant experience) - Familiarity with SaaS, web applications, databases, or basic networking concepts is an advantage - Proven ability to work collaboratively in a team, manage priorities, and maintain accuracy under time pressure