Customer /Technical support

Roles and Responsibilities:

• Customer Assistance: Respond to customer queries and provide assistance via phone, email, or chat. Ensure timely and accurate resolution of customer concerns.
• Technical Troubleshooting: Diagnose and troubleshoot technical issues related to the product or service, providing clear instructions or fixes to customers.
• Product Guidance: Offer in-depth knowledge and guidance on the product, including features, functions, and best practices, to enhance the customer experience.
• Issue Resolution: Resolve customer complaints or concerns efficiently, following standard procedures and escalating to higher-level support when necessary.
• Ticket Management: Log customer issues, queries, and feedback into the ticketing system, tracking them from initiation through to resolution.
• Follow-up and Feedback: Ensure follow-up on pending issues, confirming resolution and gathering customer feedback to improve services.
• Documentation: Maintain accurate records of customer interactions, technical problems, and resolutions. Update knowledge base articles and FAQs as needed.
• Product Installation/Configuration: Assist customers with the installation, configuration, or setup of software or hardware, offering step-by-step instructions if required.
• Knowledge Sharing: Stay updated on product changes, updates, and features to provide accurate and up-to-date information to customers.
• Escalation Handling: Identify issues that need escalation and direct them to the appropriate team or higher-level technical support.
• Collaboration: Work with other teams (engineering, product, and sales) to resolve complex customer issues or gather feedback for product improvements.
• Training: Provide training sessions or materials to customers, ensuring they understand how to use the product effectively.
• Customer Retention: Build and maintain relationships with customers by ensuring high-quality service and fostering trust.

Skills and Qualifications:

• Technical Proficiency: Strong understanding of the product or service being supported, with the ability to troubleshoot technical issues.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical customers.
• Problem-Solving: Strong analytical and problem-solving skills to identify root causes of issues and provide solutions effectively.
• Attention to Detail: Ability to accurately document issues, troubleshooting steps, and resolutions in the system.
• Customer-Centric Approach: Focused on delivering an excellent customer experience, with the ability to remain calm and professional under pressure.
• Time Management: Ability to manage multiple tasks simultaneously while adhering to SLAs (Service Level Agreements).
• Adaptability: Ability to adapt to changes in processes, product features, or customer requirements quickly.
• Patience & Empathy: Patience and empathy in handling customer inquiries and troubleshooting, especially with frustrated or non-technical users.
• Team Collaboration: Ability to collaborate with cross-functional teams, including engineering, product, and sales, to ensure issues are resolved.
• Multitasking: Handle multiple customer issues or queries at once while maintaining high service quality.
• Technical Tools: Familiarity with customer support software (e.g., Zendesk, Freshdesk) and basic IT troubleshooting tools.