customer support Specialist

2 weeks ago

Raiwind Tehsil, Pakistan ThingTrax Ltd Full time

Customer Support Engineer (Level 1 Support)

Duties and Responsibilities:

  1. Customer Interaction:
    1. Ensure prompt and effective resolution of technical queries from customers across all communication channels (email, phone, chat, and ticketing system).
    2. Foster strong relationships with customers by providing helpful and professional technical assistance.
  2. Technical Troubleshooting:
    1. Perform detailed diagnostics and troubleshooting for both hardware and software issues.
    2. Provide effective solutions to technical problems while ensuring minimal disruption for the customer.
  3. Product Expertise:
    1. Develop comprehensive knowledge of the company's product suite to offer informed guidance to customers.
    2. Stay updated on new product features and functions to support customer inquiries accurately.
  4. Documentation and Knowledge Base:
    1. Ensure all troubleshooting steps and solutions are thoroughly documented for future reference.
    2. Continuously contribute to the knowledge base and ensure that customer-facing resources are up-to-date and easy to understand.
  5. Issue Escalation:
    1. Proactively escalate critical or unresolved issues to the appropriate internal teams, ensuring follow-through until resolution.
  6. Customer Training and Support:
    1. Lead training initiatives and develop user-friendly guides to help customers optimize their use of the product.
    2. Offer proactive support during setup and integration processes to ensure smooth adoption.
  7. Quality Assurance:
    1. Participate in testing new releases to identify potential issues and provide constructive feedback to the development team.
  8. Team Collaboration:
    1. Work closely with sales, product management, and engineering teams to ensure alignment on customer needs and feedback.
    2. Actively share troubleshooting strategies and learnings with peers to drive continuous improvement in customer support.
  9. Customer Feedback and Improvement:
    1. Collect and analyze customer feedback to advocate for necessary product or process improvements.
    2. Identify patterns in support issues to drive proactive solutions and reduce repeat inquiries.
  10. Governance and KPI Management:
    1. Act as the point of governance to ensure all operational health metrics, including uptime, ticket turnaround time, and SLA compliance, are tracked and maintained.
    2. Ensure continuous monitoring and reporting of key performance indicators (KPIs) to meet customer and internal expectations.

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