ABOUT THE ROLE
As a Technical Support Specialist, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the client’s products and services. In this position, you will collaborate with various teams in handling the needs of the customer to provide excellent customer service in a timely and professional manner.
WHAT YOU’LL DO
Compose thoughtful, personalized responses to a variety of customer requests
Triage incoming requests and spot trends in customer issues to flag for the wider team
Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
Log, manage, and follow up on all customer support tickets
Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved
Perform ad hoc tasks when requested by the client
Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting
Ensure proper and timely escalation of issues to meet internal and external expectations
Identify opportunities and recommendations for continuous process improvement
Deliver service excellence and maximize customer service and satisfaction
Work with the external team to stay updated on product and service knowledge
WHAT WE’LL LIKE ABOUT YOU
Curious and authentic, just like us!
An analytical and critical thinker, with an eye for even the most minute of details
Passionate about client satisfaction
Proactive and self-motivated
Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.
Amenable to working on rotating shifts
At least a bachelor’s degree in any field you’re passionate about!
At least 2 years of working experience in Technical Support is required
Excellent English communication skills
Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
Excellent verbal and written communication skills
An ability to understand and communicate complex ideas to customers, both verbally and in written form
Aptitude to quickly learn and navigate new technology, systems, and applications
Ability to accept feedback gracefully and with an open mind
Customer orientation and ability to adapt/respond to different types of characters