Job Description

Are you a tech-savvy problem solver with a passion for helping customers? We are looking for a dedicated Customer Technical Support Specialist to join our team. As a Customer Technical Support Specialist, you will be the front line of assistance for our customers, providing solutions to their technical issues and ensuring a positive customer experience. If you have excellent communication skills, a deep understanding of our products, and a commitment to delivering top-notch support, we want to hear from you.

Responsibilities

• Act as the first point of contact for customers seeking technical assistance through various communication channels (phone, email, chat, or ticketing system)
• Diagnose and troubleshoot technical issues related to our products or services
• Provide step-by-step guidance and resolutions to customer problems
• Collaborate with other technical support team members to resolve complex issues
• Document and track customer interactions and resolutions in a CRM system
• Escalate unresolved issues to the appropriate teams for further investigation
• Stay up-to-date with product knowledge and industry trends to provide accurate information and solutions
• Maintain a high level of customer satisfaction through effective communication and timely issue resolution
• Educate customers on product features, functionality, and best practices
• Identify opportunities for process improvements to enhance the customer support experience
• Create and maintain knowledge base articles and documentation for commonly encountered issues
• Assist with training and onboarding of new customer support team members when needed.

Qualifications & Skills

• High school diploma or equivalent; bachelor's degree in a related field is a plus.
• Proven experience in a customer technical support role or similar position.
• Strong technical aptitude and the ability to learn and understand complex products quickly.
• Excellent problem-solving and analytical skills.
• Outstanding communication and interpersonal skills, both written and verbal.
• Patience and empathy when dealing with customers facing technical challenges.
• Familiarity with customer support software and CRM systems.
• Ability to work effectively both independently and as part of a team.
• A customer-centric mindset with a commitment to delivering exceptional service.
• Willingness to work flexible hours, including evenings and weekends if necessary.
• Knowledge of IT troubleshooting, network configurations, and hardware/software installations is a plus.
• Certification in customer service or technical support is a plus.

Requirements

• Good communication skills.
• Speak and write in English.
• Minimum of 3 years of experience.