Technical Support Agent

Role Overview: As a customer service representative, your primary responsibility will be to handle inbound and outbound customer calls regarding product/service queries, technical issues, and troubleshooting. You will provide step-by-step technical guidance to customers over the phone and document customer interactions, issues, and resolutions in the support system. In case of unresolved issues, you will escalate them to higher-level technical teams as required. Additionally, you will follow up with customers to ensure problems are resolved and satisfaction is achieved. It is crucial to maintain up-to-date knowledge of company products, services, and common technical issues to deliver efficient customer service. Meeting performance metrics such as call handling time, resolution rate, and customer satisfaction scores will be essential in this role. Key Responsibilities: - Handle inbound and outbound customer calls regarding product/service queries, technical issues, and troubleshooting. - Provide step-by-step technical guidance to customers over the phone. - Document customer interactions, issues, and resolutions in the support system. - Escalate unresolved issues to higher-level technical teams as required. - Follow up with customers to ensure problems are resolved and satisfaction is achieved. - Maintain up-to-date knowledge of company products, services, and common technical issues. - Meet performance metrics such as call handling time, resolution rate, and customer satisfaction scores. Qualification Required: - Previous experience in a customer service or technical support role is preferred. - Strong communication skills and the ability to explain technical concepts clearly. - Excellent problem-solving skills and the ability to remain calm under pressure. - Familiarity with customer service software and systems is a plus. Please note that this job is full-time and permanent, with benefits including cell phone reimbursement, internet reimbursement, paid sick time, and paid time off. The work location for this position is in person. (Note: No additional details of the company were provided in the job description.),