Source description
About the role
- Responding to customer inquiries and technical issues via phone. - Diagnosing and troubleshooting technical problems with software and network systems. - Guiding customers through step-by-step solutions, both remotely and over the phone. - Documenting customer interactions, including problem descriptions, troubleshooting steps taken, and solutions provided. - Collaborating with other team members and higher-level technical support teams when escalation is necessary. - Ensuring timely and accurate resolution of customer issues while maintaining a high level of customer satisfaction. - Educating customers on product features and best practices to enhance their overall experience. - Keeping abreast of industry trends, technology updates, and product developments to provide up-to date technical assistance. - Contributing to the creation and improvement of internal knowledge base resources. - Escalation to the next level via email and updating the ticketing status.
More at Innover Digital