Customer Service Specialist
4 days ago
Job Title:
Technical Support RepresentativeWe are seeking a skilled and resourceful Technical Support Representative to join our team. As a key member of our customer-facing support team, you will be responsible for providing timely and effective technical assistance to customers via phone, email, and other communication channels.
Key Responsibilities:
- Identify, investigate, and resolve users' problems with computer software and hardware in a prompt and professional manner.
- Deliver high-quality service and support to end-users using automated call distribution phone software and emails, troubleshoot issues efficiently.
- Proactively monitor and respond to events, error conditions, and threshold events in network monitoring system, troubleshoot events effectively.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Follow standard processes and procedures to ensure consistency and quality in all aspects of the job.
- Identify and troubleshoot issues per client specifications, demonstrating a strong attention to detail and analytical skills.
- Redirect problems to appropriate resources when necessary, ensuring seamless customer experience.
- Accurately process and record call transactions using a computer and designated tracking software.
- Stay current with system information, changes, and updates, applying this knowledge to enhance job performance.
Requirements:
- Excellent written and oral English skills, with the ability to clearly articulate technical concepts.
- Excellent technical, diagnostic, and troubleshooting skills, with the ability to analyze complex technical issues.
- Manage between 20-30 inbound calls per shift, troubleshoot technical issues efficiently, and maintain a high level of professionalism at all times.
- Working knowledge of Microsoft Office (MS Word, Excel etc), Adobe PDF, and other basic business productivity software.
- Working knowledge of IT system fundamentals and system management tasks, including networking principles and operating systems.
- Clearly document and articulate technical issues in English, providing accurate and concise information.
- Reliable, dependable, self-motivated, and willing to learn, with a strong commitment to customer satisfaction.
- Ability to work closely with peers and other teams, fostering a collaborative and supportive work environment.
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