
Technical Support Associate
9 hours ago
About SoftSquare
We are a cutting-edge technology company dedicated to delivering exceptional customer experiences. Our mission is to provide innovative solutions that exceed our customers' expectations.
Job Overview
The Customer Support Representative will be responsible for providing timely and accurate assistance to our valued customers via phone, email, chat, or social media. This role requires strong communication and problem-solving skills, as well as the ability to work independently and as part of a team.
Responsibilities:
- Initial Response: Respond promptly to customer inquiries in a professional and friendly manner, ensuring that their concerns are addressed in a timely and effective way.
- Product Information: Provide detailed and accurate information regarding our products and services, including features, benefits, and usage guidelines.
- Troubleshooting: Identify and resolve customer issues efficiently, escalating complex problems to the appropriate department when necessary.
- CRM System: Document customer interactions in our CRM system and track follow-up actions to ensure seamless communication and issue resolution.
- Process Improvement: Analyze customer feedback and identify opportunities to enhance the customer experience by suggesting improvements to processes and procedures.
- Collaboration: Work closely with other team members and departments to ensure a smooth and cohesive customer experience.
- Knowledge Update: Stay up-to-date on product and service updates to provide accurate support and maintain a high level of customer satisfaction.
Requirements:
- Educational Background: Diploma or Associate's or Bachelor's Degree from an accredited institution.
- Experience: 1-2 years of customer service experience, preferably in a technical support or help desk environment.
- Credentials: Proficiency in CRM systems, strong communication skills (verbal and written), and ability to resolve customer issues effectively.
- Skills: Excellent problem-solving and multitasking abilities, familiarity with customer support software and ticketing systems, positive customer-focused attitude, and ability to work independently and as part of a team.
- Behavioral Traits: Maintain professionalism in high-pressure situations and exhibit excellent interpersonal skills.
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