Technical Support Specialist

Tiebreak Solutions is focused on providing advanced technological solutions for brokerages and

financial institutions around the globe. We strive to build an easy yet powerful trading experience

using desktops, web browsers, smartphones, and tablets, while reliably processing over a billion

transactions per year.

About the Role

We are looking for a Technical Support Specialist to join our team. In this role, you will be the first point of contact for our clients, helping them solve software and hardware issues, troubleshooting technical problems, and ensuring a smooth user experience. You will work with customers via phone, email, and remote support tools, diagnose and resolve issues, and provide guidance on system usage and best practices.

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Key Responsibilities:

• Provide first-level technical support via phone, email, chat (whatsapp) and ticketing system.

• Diagnose and resolve basic connectivity, configuration, performance and access problems.

• Assist users with issues related to DNS resolution, HTTP requests, and browser errors.

• Interpret and explain common server error codes (e.g., 403 Forbidden, 404 Not Found, 500 Internal Server Error).

• Escalate complex issues to Senior Support members or relevant teams by providing thorough explanation and steps to reproduce.

• Maintain accurate records of support requests and resolutions in the tickets.

• Assure high level of support and prompt responses are delivered diligently to keep requestors and clients satisfied.

• Educate users on basic troubleshooting steps and best practices.

• Collaborate with internal teams to improve support processes and documentation.

• Monitoring & alerting – keep focus on monitoring systems and react promptly to alerts by engaging the right people/teams

• Providing application/platform support for users – password reset, add/remove credit, creation of users/teams/desks, general troubleshooting

Technical Skills:

• Windows OS, Linux OS is an advantage

• Understanding of applications, Server errors, role and group management (Active Directory)

• Ability to read through error or change logs

• Microsoft Office, Outlook

• Adapt and learn to work with custom CRM systems

• Understanding of ticketing system – managing dashboards, ticket assignment and processing, escalations

• Advantage for the candidate would be- Basic SQL knowledge – how queries work

Soft Skills:

• Strong problem-solving skills and a customer-oriented mindset.

• Excellent verbal and written communication skills.

• Ability to work collaboratively in a team and manage tasks independently.

• Maintain excellent communication with internal stakeholders.

• Analytical thinking and attention to details.

• Willingness to learn and adapt to new systems and technologies.

• Team-worker able to work under pressure.

What We Offer

• Competitive remuneration package.

• Supplemental medical insurance.

• Opportunities for training and professional development.

• Friendly and supportive team environment.

• Exposure to global projects and technologies.