Technical Support Specialist
6 days ago
Our company is seeking a skilled Technical Support Specialist to join our team. As a member of our Customer Operations department, you will be responsible for providing top-notch technical support to our clients.
In this role, you will work closely with our software development team to resolve technical issues and ensure the smooth operation of our automated call distribution phone software. You will also interact with customers to provide information and answer their queries in a professional and courteous manner.
Key Responsibilities:
- Deliver exceptional service and support to end-users via remote connection or over the Internet.
- Attend to technical-related client tickets and answer telephone calls.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Gather customer's information and determine the issue by evaluating and analyzing the symptoms.
- Attend to ad hoc software issues and problems i.e. case management, system administration, systems integration, platform, operating system, and data management systems queries.
- Research required information using available resources.
- Identify and escalate priority issues as per client specifications, following standard procedures.
- Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business.
- Follow up and make scheduled call-backs to customers where necessary.
- Stay current with system information, changes, and updates.
- Maintain good relationships with clients.
Requirements
To be successful in this role, you will need:
- Experience in a customer service/call centre role.
- Experience in software support environment with basic Networking and MS Windows operating system knowledge.
- Ability to effectively communicate verbally and in writing.
- Knowledge of customer service principles and practices.
- Proper phone etiquette and effective listening skills.
- Must be organised and have multitasking capabilities.
- Proficiency in Microsoft Office, specifically Outlook, Word, and Excel.
- Good understanding of hosted environments (Azure/AWS) and Microsoft SQL administration.
- Willingness to cooperate with others and work to the greater good of the team.
- Great attention to detail.
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