Customer support Representative

Key Responsibilities:

• Provide timely and professional support to customers via email, phone, chat, or ticketing system.
• Troubleshoot technical issues and guide users through solutions.
• Escalate complex problems to relevant departments (engineering, QA, product).
• Maintain a deep understanding of product features, functionality, and updates.
• Document customer issues, resolutions, and feedback accurately in CRM or help desk system.
• Collaborate with product and engineering teams to identify and resolve product bugs.
• Assist with onboarding, training, and usage guidance for new customers.
• Monitor and prioritize support requests to meet service-level agreements (SLAs).
• Contribute to self-help documentation such as FAQs, user guides, and knowledge base articles.

Qualifications:

Essential:

• Bachelor's degree in a relevant field (e.g., IT, Computer Science, Business, Life Sciences).
• 1+ years of experience in customer or product support.
• Strong troubleshooting and analytical thinking skills.
• Excellent written and verbal communication skills.

Preferred:

• Experience with CRM/help desk tools (e.g., Zendesk, Salesforce, Freshdesk).
• Familiarity with technical concepts or product domain (software, hardware, biotech, etc.).
• Multilingual skills (if required for global support coverage).