Tech Process Senior Specialist - Customer Support Orion - Video

As a Tech Process Senior Specialist, you act as the critical bridge between global frontline support (across PTGSB segments), Product Engineering, and Center of Excellence (CoE). You are the final line of defense for complex technical challenges and the primary architect of the knowledge that empowers our entire support ecosystem. You will support agents, help troubleshoot advanced technical issues, while focusing on efficiency and product improvement. You will handle final level consults from their respective PAs to speed up and ensure correct solutions are provided for Account Managers and end customers. In addition, you will handle escalations from the Sales team to resolve high‑priority tickets. You will also support new product launches (Closed and Open Beta) by resolving technical issues for clients, creating new content for launches, and capturing and disseminating knowledge gained on new features to the broader team across GOC and partners.

Position Responsibilit...