
Technical Support Representative
3 days ago
We are seeking a Technical Support Representative to provide exceptional technical assistance to customers using our products and services.
Job Description:- The role involves resolving customer queries, recommending solutions, and guiding users through product features and functionalities.
- You will play a key role in establishing our reputation as a company that delivers outstanding customer support throughout sales and after-sales processes.
- Respond promptly and accurately to customer inquiries via phone, email, or chat.
- Identify customer needs and assist them in utilizing specific product features.
- Analyze and document product malfunctions, including testing different scenarios or simulating user behavior.
- Update internal databases with information on technical issues and customer interactions.
- Monitor social media for customer complaints and proactively offer assistance.
- Share feature requests and effective workarounds with colleagues.
- Notify customers about new product features and functionalities.
- Follow up with customers to ensure technical issues are resolved.
- Gather customer feedback and share it with relevant teams.
- Support the training of junior Customer Support Representatives.
- Experience as a Technical Support Representative or equivalent role.
- Familiarity with the industry is an asset.
- Proficiency in using help desk software and remote support tools.
- Understanding of CRM system functionality.
- Exceptional communication and problem-solving skills.
- Able to multitask and handle complex cases with patience.
- Bachelor's degree in Information Technology or relevant diploma.
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