Business
Job Description
Are you a tech-savvy problem solver with a passion for helping customers? We are looking for a dedicated Customer Technical Support Specialist to join our team. As a Customer Technical Support Specialist, you will be the front line of assistance for our customers, providing solutions to their technical issues and ensuring a positive customer experience. If you have excellent communication skills, a deep understanding of our products, and a commitment to delivering top-notch support, we want to hear from you.
Responsibilities
- Act as the first point of contact for customers seeking technical assistance through various communication channels (phone, email, chat, or ticketing system)
- Diagnose and troubleshoot technical issues related to our products or services
- Provide step-by-step guidance and resolutions to customer problems
- Collaborate with other technical support team members to resolve complex issues
- Document and track customer interactions and resolutions in a CRM system
- Escalate unresolved issues to the appropriate teams for further investigation
- Stay up-to-date with product knowledge and industry trends to provide accurate information and solutions
- Maintain a high level of customer satisfaction through effective communication and timely issue resolution
- Educate customers on product features, functionality, and best practices
- Identify opportunities for process improvements to enhance the customer support experience
- Create and maintain knowledge base articles and documentation for commonly encountered issues
- Assist with training and onboarding of new customer support team members when needed.
Qualifications & Skills
- High school diploma or equivalent; bachelor's degree in a related field is a plus.
- Proven experience in a customer technical support role or similar position.
- Strong technical aptitude and the ability to learn and understand complex products quickly.
- Excellent problem-solving and analytical skills.
- Outstanding communication and interpersonal skills, both written and verbal.
- Patience and empathy when dealing with customers facing technical challenges.
- Familiarity with customer support software and CRM systems.
- Ability to work effectively both independently and as part of a team.
- A customer-centric mindset with a commitment to delivering exceptional service.
- Willingness to work flexible hours, including evenings and weekends if necessary.
- Knowledge of IT troubleshooting, network configurations, and hardware/software installations is a plus.
- Certification in customer service or technical support is a plus.
Requirements
- Good communication skills.
- Speak and write in English.
- Minimum of 3 years of experience.
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