Customer Solutions Specialist - Mid Market

Job Summary
We are seeking a skilled Technical Solutions Specialist to provide expert support to Mid-Market businesses by troubleshooting and resolving complex technical issues. This role requires a proactive problem solver who can serve as the primary escalation point for advanced technical challenges, collaborate across departments, and deliver exceptional customer service. The ideal candidate will be detail-oriented, possess strong communication skills, and have a passion for mentoring and continuous learning.

Key Responsibilities
Respond promptly to incoming support requests via email, assisting Mid-Market clients with technical troubleshooting related to both software and hardware issues. Act as the main point of contact for escalated cases, applying advanced problem-solving techniques and root cause analysis by reviewing system logs and other diagnostic tools. Collaborate closely with cross-functional teams, including Development and Customer Growth, to address issues that require specialized expertise beyond the immediate support scope.

Deliver training sessions and workshops tailored to Mid-Market businesses, enhancing their understanding and effective use of our products. Serve as a subject matter expert by mentoring junior technical specialists, sharing knowledge, and guiding them through complex problem resolution. Communicate clearly and patiently with customers, offering step-by-step instructions and managing expectations by setting realistic timelines and following up to ensure satisfaction.

Maintain thorough and accurate documentation of all customer interactions, troubleshooting steps, and solutions within ticketing systems and the company knowledge base. Contribute actively to the development and upkeep of this knowledge base by recording common issues and their resolutions, helping to streamline future support efforts. Stay current with product updates and industry best practices to provide informed and effective assistance.

Engage in ongoing training and workshops to continually enhance technical skills and product knowledge. Provide constructive feedback to team leads regarding recurring or critical issues, supporting process improvements and system enhancements. Consistently meet or exceed KPIs and performance targets as outlined by Technical Solutions Management.

Required Qualifications
Highly organized with strong attention to detail and a solution-oriented mindset. Familiarity with the operational challenges and needs of small-to-medium-sized business owners is essential. Excellent interpersonal skills and proficiency in English communication, both written and verbal, are required to build rapport and effectively collaborate with internal teams and customers.

Demonstrated ability to quickly establish credibility and foster strong relationships across multiple teams. Proficiency in leveraging various tools and technologies such as Microsoft Office Suite, ZOHO CRM, Intercom, and JIRA to manage support workflows efficiently. A high energy level and a proven track record of managing urgent situations with composure and determination are critical.

Preferred Qualifications and Benefits
While not explicitly stated, candidates with experience in cross-departmental collaboration and training delivery will excel in this role. The position offers opportunities for professional growth through continuous learning and involvement in innovative technical projects. Working in a dynamic environment, you will contribute directly to improving customer satisfaction and driving technical excellence within the company.

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This role is ideal for a motivated technical professional eager to make a meaningful impact by supporting Mid-Market businesses and enhancing internal support capabilities. If you thrive in a fast-paced, collaborative setting and are committed to delivering outstanding technical solutions, we encourage you to apply.