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.