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.