JOB DESCRIPTION

TECH SUPPORT REPRESENTATIVE

When a consumer has technical questions about a product or service, a tech support representative—also referred to as a technical support specialist or customer support technician—is essential in helping them. To fix technological issues and guarantee client happiness, this role includes problem-solving, troubleshooting, and providing great customer service.

Tech Support Representatives are essential to guaranteeing client happiness and upholding the good name of the business. They are in charge of fixing technological problems and helping clients in need; they are the first line of support.

Key Responsibilities:

  • Customer Support: When addressing questions and concerns from customers over the phone, email, chat, or in person, show tolerance and understanding. Serve as the initial point of contact for clients requesting technical support.
  • Problem-solving: Recognize and diagnose technical issues with services, software, or hardware. Lead clients through a methodical troubleshooting process to fix problems. When necessary, escalate complicated issues to higher-level support teams or resources.
  • Technical expertise: Retain a thorough awareness of the offerings, services, and technical details of the company. To give knowledgeable help, stay current on market trends, best practices, and developing technology.
  • Interaction: Provide non-technical clients with technical information in a simple, succinct, and intelligible manner. Accurately record every interaction and resolution in the organization's ticketing or CRM system.
  • Conclusion: Assure prompt and efficient handling of client complaints, fulfilling or beyond service level commitments. Give clients precise directions, answers, or workarounds.
  • Client Instruction: Provide clients with information on how to avoid reoccurring technical problems and enhance their overall experience. Produce and distribute self-help materials like FAQs and knowledge base articles.
  • Guarantee of Quality: Adhere to established support procedures and criteria in order to preserve a high level of service quality. Take part in procedures for improvement and quality control.
  • Feedback Gathering: Get client feedback on their support encounters to gain insightful information for ongoing development.
  • Group Cooperation: Work together with cross-functional teams and other tech support representatives to resolve challenging problems. Within the support team, exchange best practices and knowledge.

Qualifications:

  • Normally, only a high school degree or its equivalent is needed; however, further technical degrees or certificates are encouraged.
  • Strong analytical and problem-solving abilities.
  • Excellent communication skills, both written and verbal.
  • Empathy and patience when interacting with customers
  • Technical expertise with pertinent systems, hardware, or software.
  • Knowledge of the software used for customer relationship management (CRM).
  • Capacity to operate in a dynamic and fast-paced work environment.
  • Time management and multitasking abilities.
  • The ability to work shifts, even on weekends and holidays, since technical help is frequently available around-the-clock.
  • Experience in customer service is advantageous.

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