
Senior Technical Support Professional
4 days ago
About Product Support Specialist Role
Job DescriptionWe are seeking an experienced Technical Support Specialist to join our team in a dynamic environment. As a key member of our support team, you will be responsible for assisting customers with technical issues, providing training, and ensuring an exceptional user experience across all our products.
- Customer Support and Troubleshooting:
- Provide technical support and troubleshoot product issues across multiple communication channels (tickets, calls, emails).
- Effectively diagnose and resolve customer issues by applying analytical, technical, and problem-solving skills.
- Ensure timely resolution and follow-up on all open support tickets.
- Collaboration and Communication:
- Work closely with other teams (e.g., development, customer success) to discuss, analyze, and resolve complex issues.
- Maintain clear, concise, and professional communication with customers and internal teams.
- Provide status updates on customer issues to both customers and management, escalating as necessary.
- Technical Investigations and Documentation:
- Investigate root causes of reported issues and identify potential bugs or areas for improvement in the product.
- Document common issues, solutions, and best practices in a Knowledge Base to empower customers and improve overall product understanding.
- Track and prioritize issues based on severity and customer impact, ensuring critical issues are escalated promptly.
- Customer Success Focus:
- Proactively reach out to customers to gather feedback and understand any challenges they may be facing with the product.
- Ensure a positive and professional experience, striving to meet customer satisfaction goals.
- Training and Development:
- Participate in training sessions to stay updated on product features, industry best practices, and emerging technologies.
- Contribute to the creation of internal and external training materials such as help guides, video tutorials, and webinars.
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