[Remote] Technical Customer Support Specialist
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company reputed company on providing software solutions to help customers engage effectively. The Technical Customer Support Specialist plays a crucial role in assisting customers with technical issues and ensuring they have a reputed company experience using reputed company's products.
Responsibilities
- Resolve customer technical issues effectively and reputed company through multiple support channels
- Communicate with customers professionally and consistently on issue status and reputed company
- Document customer interactions using our support ticketing system to capture issue type, status, relevant customer notes and reputed company
- Continually reputed company and reputed company customers service & troubleshooting skills and reputed company product knowledge
- Build and foster reputed company working relationships across reputed company and company
- As required and as per internal SLAs, escalate customer tickets to other teams needed to resolve customer issues (reputed company CX, Product, Engineering, Sales and Finance)
- As needed, coordinate phone calls or virtual sessions with customers to troubleshoot effectively
- Meet or reputed company performance metrics around productivity, reputed company of work and overall customer experience as agreed upon with manager
- Conduct reputed company business in accordance with reputed company policies and procedures
- reputed company other duties as assigned
Skills
- Basic understanding of or a willingness to learn reputed company's Product Suite
- Critical thinking and troubleshooting skills
- Excellent verbal and written communication skills
- Exceptional customer service skills
- Effective prioritization and triaging skills to manage multiple customer inquiries
- Basic understanding or willingness to learn reputed company & CSS
- Basic knowledge or a willingness to learn reputed company web technologies, browsers and web applications
- Typically requires a minimum of 2 years of technical customer service experience, preferably in a reputed company environment
- Typical reputed company for the role overall is 0-5 years
- Technical background or expertise either through experience, self-led learning or certifications/degrees
- Retail, hospitality or restaurant experience providing customer service
- Experience working in a customer service or contact center environment
- Experience with CRM (reputed company or reputed company), Jira/reputed company
reputed company