Support Specialist
Tharp Consulting
Role Overview: A Support Specialist plays a vital role within the Global Support Team, managing customer cases, ensuring timely updates, and collaborating with Support, Engineering, and Sales teams. The position offers an entry point into Product Support with growth opportunities. Key Responsibilities Handle customer cases, prioritize effectively, and ensure accurate information and assignment to meet SLAs. Provide prompt responses and updates to customers, handle Tier 1 issues, and **escalate as needed.** Contribute to knowledge base articles, guides, and technical documentation. Collaborate with cross-functional teams to resolve technical issues and improve customer experience. Qualifications & Skills Minimum 2 years’ experience in case management or customer support. B.S. in Engineering, Computer Science, or related technical field preferred. Knowledge of Networking Protocols (TCP/IP, ISO layers), SSL, and databases is advantageous. Strong customer-centric communication skills in English, self‑motivated, detail‑oriented, and capable of multitasking. Experience with support tools like Salesforce, ServiceNow, or Jira is a plus. Additional Information: The role requires legal authorization to work in the U.S., and offers a competitive compensation range. Benefits include health coverage, retirement plans, paid time off, and insurance options. #J-18808-Ljbffr Tharp Consulting
Vacancy posted 6 hours ago
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