
Senior Customer Service Representative
5 days ago
At EWS Group, we are committed to delivering exceptional customer experiences. We are seeking a highly motivated and experienced Technical Support Specialist to join our team.
As a Technical Support Specialist, you will be responsible for providing top-notch support to our clients, resolving technical issues, and collaborating with cross-functional teams.
Key Responsibilities:
- Customer Support & Issue Resolution: Assist clients with technical issues and inquiries via email, phone, ticketing systems, and live chat.
- Technical Troubleshooting & Escalation: Act as a Tier 2 support level for complex technical issues.
- Product Knowledge & Guidance: Provide product knowledge and training to clients.
- Cross-Team Collaboration: Collaborate with Development, QA, and other departments.
- Documentation & Tracking: Document and track client issues through ticketing systems.
- Service-Related Support: Support clients with service inquiries.
- Database Management & Technical Support: Utilize SQL knowledge to query databases and troubleshoot technical issues.
- Event & Service Support: Provide hands-on support for events.
- Monitor & Improve Satisfaction: Proactively monitor and track client feedback.
- Time Management & Prioritization: Prioritize and manage multiple requests effectively.
- Ownership & Accountability: Take ownership of client issues from initiation through resolution.
Required Skills and Qualifications:
- Communication Skills: Exceptional verbal and written communication in English.
- Technical Proficiency: Strong working knowledge of Microsoft Office and website applications.
- Customer Service Experience: Minimum of 5+ years in a customer service or helpdesk environment.
- Database & Software Knowledge: Experience with database management, MS SQL Server, and scripting tools/languages.
- Organizational Skills: Excellent multitasking and organizational skills.
- Adaptability & Resilience: Ability to work in a fast-paced environment.
- Team-Oriented & Independent: Ability to work effectively both as part of a team and independently.
- Educational Requirements: Minimum Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience: 3+ years in a similar role.
- Service Minded: A passion for customer service.
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