Key Responsibilities:
Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.
Identify, troubleshoot, and resolve technical issues related to our products or services in a timely manner.
Guide customers through step-by-step solutions, providing clear and concise instructions.
Escalate complex issues to appropriate technical teams for further investigation and resolution.
Document customer interactions, including issue details, troubleshooting steps, and resolutions, in our CRM system.
Follow up with customers to ensure that their technical issues have been resolved satisfactorily and provide additional assistance if needed.
Provide product demonstrations, training, and technical support to customers as needed.
Collaborate with internal teams, including sales, engineering, and product development, to address customer needs and improve product functionality.
Stay up-to-date on product features, updates, and industry trends to better assist customers and provide accurate information.
Contribute to the development and improvement of support processes, documentation, and knowledge base articles.
Requirements:
Bachelor’s degree or equivalent experience in Mechanical, or a related field.
Proven experience in a technical support role, preferably in a software or technology company.
Strong technical aptitude and troubleshooting skills, with the ability to diagnose and resolve technical issues effectively.
Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
Customer-focused mindset with a passion for providing exceptional service and support.
Ability to work independently and collaboratively in a fast-paced environment.
Knowledge of software applications, operating systems, and networking concepts.
Strong organizational skills and attention to detail.