Tier 3 Software Technical support specialist

The technical support specialist will provide professional level technical support to B2B customers on a specific system, infrastructure and software remotely via email, phone and remote desktop access.
Preforming in depth troubleshooting and diagnosis in order to resolve complex technical issues and incidents related both to software, hardware or communication protocols.
Identifying customer’s needs and providing immediate assistance and step by step guidance in a professional and user-friendly manner, as well as presenting possible and creative solutions for every customer query.
Prioritizing and managing several technical issues and tasks at a time, track and report solution deliverables using appropriate tools.
Prepare for and supports new products within the technical area.
Work on customer support related projects as assigned.