Senior Technical Service Specialist

1 week ago

Nankana Sahib, Punjab, Pakistan beBeeCustomerSupport Full time 60,000 - 80,000

Customer Support Representative Job Description

About the Role

We are seeking a highly skilled and experienced Customer Support Representative to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service and ensuring that our customers receive timely and effective resolutions to their technical queries.

Duties and Responsibilities
  1. Providing prompt and effective resolution of technical queries from customers across all communication channels (email, phone, chat, and ticketing system).
  2. Fostering strong relationships with customers by providing helpful and professional technical assistance.
  3. Performing detailed diagnostics and troubleshooting for both hardware and software issues.
  4. Providing effective solutions to technical problems while ensuring minimal disruption for the customer.
  5. Developing comprehensive knowledge of the company's product suite to offer informed guidance to customers.
  6. Staying updated on new product features and functions to support customer inquiries accurately.
  7. Ensuring all troubleshooting steps and solutions are thoroughly documented for future reference.
  8. Contributing to the knowledge base and ensuring that customer-facing resources are up-to-date and easy to understand.
  9. Proactively escalating critical or unresolved issues to the appropriate internal teams, ensuring follow-through until resolution.
  10. Leading training initiatives and developing user-friendly guides to help customers optimize their use of the product.
  11. Offering proactive support during setup and integration processes to ensure smooth adoption.
  12. Participating in testing new releases to identify potential issues and provide constructive feedback to the development team.
  13. Working closely with sales, product management, and engineering teams to ensure alignment on customer needs and feedback.
  14. Actively sharing troubleshooting strategies and learnings with peers to drive continuous improvement in customer support.
  15. Collecting and analyzing customer feedback to advocate for necessary product or process improvements.
  16. Identifying patterns in support issues to drive proactive solutions and reduce repeat inquiries.
  17. Acting as the point of governance to ensure all operational health metrics, including uptime, ticket turnaround time, and SLA compliance, are tracked and maintained.
  18. Ensuring continuous monitoring and reporting of key performance indicators (KPIs) to meet customer and internal expectations.

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