Customer Service & Technical Support Representative

Job Summary: We are looking for a Customer Service & Technical Support Representative to provide excellent customer assistance and resolve technical issues efficiently. This role involves troubleshooting problems, guiding customers through solutions, and ensuring a high level of customer satisfaction. Key Responsibilities: Respond to customer inquiries via phone, email, and chat in a timely and professional manner Diagnose and troubleshoot technical issues related to products or services Guide customers step-by-step through problem resolution Escalate complex issues to higher-level support when necessary Maintain detailed records of customer interactions and solutions Follow up with customers to ensure issues are fully resolved Provide product and service information to customers Assist in improving support processes and documentation Required Skills & Qualifications: Strong communication and interpersonal skills Basic to intermediate technical troubleshooting skills Ability to explain technical concepts in simple terms Problem-solving mindset with attention to detail Experience with CRM and ticketing systems Ability to multitask and manage time effectively High school diploma or equivalent (associate or bachelor's degree preferred) Preferred Qualifications: Previous experience in customer service or technical support for at least 3 years Familiarity with software and hardware troubleshooting Experience working in a fast-paced environment Work Environment: Office-based Requires shift work, including evenings or weekends .