Customer Support Specialist

As a Customer Technical Support Person, you will play a crucial role in providing technical assistance and support to customers who are experiencing issues with a product or service. Your primary objective will be to ensure customer satisfaction by resolving their technical problems effectively and efficiently. This role requires a strong technical background, excellent communication skills, and the ability to troubleshoot and problem-solve in a fast-paced environment.

Customer Technical Support Person Responsibilities

• Respond to customer inquiries and provide technical support via phone, email, chat, or in person.
• Identify and diagnose technical issues reported by customers and guide them through the appropriate troubleshooting steps to resolve the problem.
• Escalate complex issues to the appropriate team or senior support staff when necessary.
• Document and track customer issues in a ticketing system, ensuring accurate and detailed records are maintained throughout the support process.
• Collaborate with cross-functional teams, including product development and quality assurance, to address and resolve recurring technical issues.
• Stay up-to-date with the latest product knowledge and industry developments to provide accurate and timely assistance to customers.
• Provide product training to customers, guiding them on how to effectively use the product and its features.
• Maintain a high level of professionalism and customer service while interacting with customers, ensuring their needs are met and their questions are answered promptly.
• Continuously improve customer support processes and procedures by providing feedback and suggestions for efficiency and effectiveness.
• Contribute to the creation and maintenance of a comprehensive customer support knowledge base, including FAQs, troubleshooting guides, and user manuals.
• Customer Technical Support Person Required Skills
• Strong technical aptitude and troubleshooting skills to identify and resolve customer technical issues.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical customers.
• Patience and empathy to handle customer inquiries and resolve issues in a calm and professional manner.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Strong problem-solving skills, with the ability to think analytically and logically to identify root causes and implement appropriate solutions.
• Familiarity with customer support software and ticketing systems to manage and track customer inquiries.
• Proficient in using remote support tools to assist customers remotely.
• Knowledge of basic networking principles and troubleshooting techniques.
• Ability to work independently as well as collaborate effectively within a team.
• Strong customer service skills, with a commitment to ensuring customer satisfaction.

Required Qualifications

• High school diploma or equivalent; additional technical certifications or a degree in a related field is a plus.
• Proven experience in a customer support or technical support role.
• Strong knowledge of computer hardware, software, operating systems, and trading software applications.
• Familiarity with common customer relationship management (CRM) systems.
• Flexibility to work in shifts, including evenings, weekends, and holidays, as required.
• Ability to adapt to changing technologies and learn new systems quickly.
• Excellent time management and organizational skills.
• Fluent in written and spoken English; additional language proficiency is a plus.
• Ability to handle challenging customer interactions with professionalism and composure.
• Strong willingness to continuously learn and upgrade technical skills through training and self-study.

Job Location - Mumbai ( Goregaon)

Onsite Process - Work from Office