Software Technical Support

About the role:

Your main focus will be providing foundational technical support to our customers, ensuring an exceptional service experience. You will be the first point of contact, addressing customer inquiries received from our support portal and offering solutions for basic technical issues. This role is essential in initiating the support process and ensuring customer satisfaction from the outset.

Responsibilities:

• Respond to customer inquiries via telephone, email, or chat.
• Troubleshoot basic technical issues related to our products and services.
• Record and document customer interactions and technical issues to create content for case deflection.
• Assist in the installation of products following standardized procedures.
• Provide clear and concise instructions to customers for problem resolution.
• Escalate complex issues to higher-level specialists or appropriate departments.
• Maintain up-to-date knowledge of product features and basic troubleshooting techniques.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Participate in training sessions to improve technical support skills.
• Provide feedback to improve support documentation and processes.

Skills:

• Customer Communication: Ability to communicate effectively with customers to understand their technical issues.
• Basic Troubleshooting: Skills to identify and resolve basic technical problems.
• Documentation: Ability to accurately record and maintain details of customer interactions.
• Product Knowledge: Familiarity with the company's products and basic functions.
• Time Management: Efficient in managing time to handle multiple customer inquiries.
• Basic Technical Tools: Proficiency in using customer support software and tools.
• Problem Escalation: Understanding when and how to escalate issues.
• Customer Follow-Up: Ability to follow up with customers to ensure problem resolution.