Technical Support Representative

Role & responsibilities

• This is for a non-gaming process and is based on learning platforms.
• Responding promptly to customer queries in a timely and accurate manner via email.
• Acknowledging and resolving customer queries & technical problems by determining the cause of the problem, understanding the help required, and following up to ensure resolution.
• Maintain current knowledge and engage in a comprehensive understanding of the product and any associated updates to deliver prompt and precise responses to customer inquiries.
• Communicating, coordinating & collaborating with team members and colleagues to provide customers with best possible solution to their concerns.
• Always maintain a positive, empathetic, and professional attitude towards customers and provide high level of experience.
• Maintain a high level of attention to detail and dedication to upholding exceptional standards to deliver consistent quality.
• The company is committed to upholding its esteemed reputation for delivering superior customer service in all customer interactions

Preferred candidate profile

• Good customer service skills in general such as
• Excellent written and verbal communication skills
• Showing empathy and compassion to customers
• Being patient while dealing with emergency cases and with irate customers.
• Analytical thinking to diagnose issues and identify effective solutions
• Maintaining a cheerful attitude even during challenging interactions
• Ability to thoroughly understand the product and provide accurate information and guidance to customers.
• Prioritizing tasks effectively to ensure timely resolution of customer issues.

Good to have

• Proven customer support experience in email process is preferred.
• Experience in providing support to Worldwide customers will be an added advantage.