Customer Service Expert

5 days ago


Islamabad, Islamabad, Pakistan APIMATIC Full time

We're seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will work closely with our customers to provide timely and effective support for their technical issues.

About the Role

The ideal candidate will possess a deep understanding of our products and services, as well as excellent technical problem-solving skills. They will be able to identify root causes and provide effective solutions to our customers.

As a Technical Support Specialist, you will be responsible for providing support to our customers via email or chat applications. You will use targeted questions to quickly understand the root of customer issues and contribute to product improvement by collecting customer feedback and identifying patterns or essential information from customer interactions.

Responsibilities
  • Provide timely support to both technical and non-technical customers.
  • Use targeted questions to quickly understand the root of customer issues.
  • Contribute to product improvement by collecting customer feedback and identifying patterns or essential information from customer interactions.
  • Take ownership of technical issues and queries, collaborating with relevant team members from engineering, sales, or marketing to resolve them.
  • Prioritize and manage several open issues simultaneously.
  • Follow up with customers in a timely manner to inform them of bug fixes, feature releases, ensuring their satisfaction.
  • Provide weekly/monthly reports on customer issues and their status.
  • Research, diagnose, troubleshoot, and identify solutions to resolve system issues.
  • Communicate with clients over the phone or provide clear, written instructions and technical manuals until the issue is resolved.


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