In this role, you will be responsible for providing exceptional technical assistance to customers, helping them resolve issues, troubleshoot problems, and ensure the smooth operation of our products and services. The ideal candidate has a strong background in technical support, excellent problem-solving skills, and a commitment to delivering outstanding customer service.
Responsibilities:
Provide timely and accurate technical support to customers via phone, email, chat, or other channels, ensuring a high level of customer satisfaction.
Diagnose, troubleshoot, and resolve customer issues related to our products and services, escalating more complex problems to the appropriate team or individual.
Maintain a deep understanding of our products, services, and technologies to effectively assist customers and address their needs.
Create and maintain technical documentation, such as knowledge base articles, FAQs, and user guides, to assist customers in resolving issues on their own.
Work closely with other teams, such as product development, quality assurance, and sales, to report and resolve product issues, gather customer feedback, and identify opportunities for improvement.
Stay current with industry trends, emerging technologies, and best practices to continuously improve your skills and contribute to the team's growth.
Participate in on-call rotations, as needed, to provide after-hours support to customers.
Mentor and guide junior technical support specialists, fostering a collaborative team environment and promoting a culture of continuous learning and improvement.
Requirements:
Bachelor's degree in computer science, information technology, or a related field, or equivalent experience.
Proven experience as a Technical Support Specialist or similar role, with a strong track record of successful customer support and issue resolution.
Strong understanding of computer systems, networks, software, and hardware.
Excellent problem-solving skills, attention to detail, and the ability to think critically and troubleshoot complex issues.
Exceptional communication and interpersonal skills, with the ability to effectively explain technical concepts to both technical and non-technical audiences.
Strong customer service orientation, with a commitment to providing a positive and efficient support experience.
Ability to work independently and in a team environment, managing competing priorities and deadlines.
Nice to Have:
Experience with specific products, services, or technologies relevant to our organization.
Industry certifications, such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
Knowledge of programming languages, such as Python, JavaScript, or Java.
This position is posted on Rachael Recruiting on behalf of another company. To find out more, please apply now to register your interest in the position.