As a Technical Support Specialist, I provide high-level assistance to strategic clients and large enterprise accounts, ensuring seamless operation and maximum satisfaction. I also serve as an internal point of reference for colleagues who require advanced support with two of the company’s core products, in which I hold deep technical expertise. Key Responsibilities & Achievements Client Support: Deliver both remote and on-site technical assistance to high-value clients, ensuring fast, precise resolution of complex technical issues. Product Expertise: Act as a product specialist for two key company solutions, providing advanced troubleshooting, internal training, and expert guidance. Cross-Departmental Collaboration: Support colleagues across departments by addressing product-specific technical inquiries and sharing best practices. Incident Management: Manage and prioritize support tickets, maintaining accurate records and ensuring timely resolution of all incidents in line with service-level agreements (SLAs). Technical Documentation: Develop and maintain comprehensive technical documentation, user guides, and knowledge base articles to improve internal processes and customer self-service. Process Improvement: Contribute to process optimization and customer experience enhancement initiatives, identifying opportunities to streamline operations and improve service delivery.