General: This role is an independent contractor role and the successful candidate will be required to work according to Global working hours depending on various Time zones

Qualifications & Experience:
A qualification in IT, Computer Science, or a related field (degree, diploma, or relevant certification). Relevant work experience in software troubleshooting and technical support. Prior experience in help desk support. Exceptional customer relationship skills. Strong analytical and critical thinking capabilities. Experience in maintaining and supporting software applications. Clear, precise, and detail-oriented communicator. Demonstrated experience in technical support roles. Responsibilties:
Respond to and manage escalated support requests from Tier 1 agents, providing expert assistance on software and cloud-related issues with a strong emphasis on customer service. Troubleshoot and resolve technical issues related to our software products, focusing on Azure integrations and Microsoft technologies, while maintaining a high level of professionalism and empathy. Proactively monitor and manage support tickets to ensure timely resolution in accordance with established SLAs, striving to exceed customer expectations. Collaborate with cross-functional teams, including development and product management, to address customer concerns and feedback effectively. Collect and analyze customer feedback to identify areas for improvement and contribute to initiatives aimed at enhancing customer happiness scores. Maintain detailed documentation of support interactions and resolutions within our ticketing system, ensuring accurate tracking of customer satisfaction metrics. Provide training and guidance to Tier 1 support staff to enhance their technical skills and customer service abilities. Identify recurring issues and contribute to the creation of knowledge base articles and training materials to improve overall service quality. Accept escalations from Tier 1 staff, promptly deescalate situations while maintaining professionalism and providing relevant feedback and solutions.