
Technical Support Expert
4 days ago
Technical Support Analyst
We are searching for a skilled Technical Support Analyst to deliver exceptional technical and customer support for our asset management software.
This role involves resolving customer inquiries, diagnosing technical issues, and ensuring high levels of customer satisfaction through email, chat, and phone interactions.
The ideal candidate is detail-oriented, proactive, and skilled in providing efficient support in a fast-paced environment.
The position requires working during US business hours, with the flexibility to work certain hours remotely.
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via email, chat, and phone.
- Resolve technical issues efficiently, ensuring swift resolution and customer satisfaction.
- Escalate complex technical issues to the right teams with complete and accurate information.
- Identify and report customers at risk of churn to relevant stakeholders.
- Contribute to initiatives aimed at improving customer experience and support processes.
- Gain technical expertise for all products.
- Support sales teams in product demos and create expansion opportunities.
Required Qualifications:
- Bachelor's degree
Experience:
- Minimum 1 year of experience in a technical support role with direct customer interaction
Skills:
- Ability to diagnose and resolve software-related technical issues.
- Excellent verbal and written communication skills.
Preferred Skills:
- Experience in SaaS or cloud-based software support.
- Familiarity with CRM or ticketing systems.
Benefits:
- Opportunity to develop expertise in technical support and customer service.
- Collaborative, remote-friendly work environment with flexibility.
- Gaining experience supporting innovative software solutions used by industry leaders.
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