Core Responsibilities:
- Provide fast and accurate technical support to customers through phone, email, and chat.
- Diagnose and resolve both basic and complex technical issues related to hardware, software, networking, or other client products.
- Research solutions to intricate technical problems using available resources and escalation procedures.
- Document and escalate unresolved issues to higher-level support teams.
- Keep detailed records of customer interactions and actions taken.
- Proactively identify and address potential issues to avoid escalations.
- Ensure the service delivered meets the agreed Key Performance Indicators (KPIs) as per customer contracts.
- Support and assist other team members when required.
- Participate in ongoing training and development to stay current with technological advancements.
- Collaborate with internal teams (such as engineering and product development) to address technical problems and enhance product usability.
- Maintain a professional, positive demeanor when interacting with customers, even in challenging situations.
- Contribute to activities aimed at enhancing customer satisfaction and business performance.
Candidate Profile:
- High School diploma or equivalent, with at least one year of relevant experience (preferred).
- Experience in tech sales is a plus.
- Basic to advanced understanding of client technical systems, depending on the program.
- Strong problem-solving skills and ability to learn quickly.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Proficiency in both written and spoken communication.
- Ability to remain patient and professional in all customer interactions, even in tough situations.
- Commitment to delivering excellent customer service.
- Courteous with a strong customer service focus.
- Ability to obtain and maintain relevant technical certifications.
- Flexibility to rotate shifts as required.
- Additional experience or skills may be required based on the program.