Customer Service Technical Support
3 weeks ago
Job Details
Location: Noida, Uttar Pradesh, India
Employment Type: Full-Time, Work from Office
Experience Level: 2+ years
Timings: 09 AM - 07 PM (non - negotiable)
Working Days: 6 Days, Rotational One off
Please Note: Candidates living with their families In Noida will be preferred.
Role Overview
We are seeking a dedicated Technical Customer Support Specialist/Engineer to join our team. This on-site opportunity involves being our customer's primary point of contact, offering technical assistance, and ensuring a seamless user experience with our digital products and services. Your expertise in troubleshooting, effective communication, and commitment to customer satisfaction will be pivotal to our success.
Key Responsibilities
• Gather queries from various social media channels
• Identify and resolve technical problems, including software glitches, connectivity issues, and user interface challenges, by guiding customers through step-by-step solutions.
• Maintain a deep understanding of our products and services to effectively assist customers and provide accurate information.
• Accurately document customer interactions, technical issues, and resolutions in our support database for future reference and analysis.
• Collaborate with the product development team by conveying customer feedback and recurring issues to drive continuous improvement.
• Assist in developing user guides and training materials to help customers maximize the value of our products.
• Monitor system performance and escalate complex technical issues to higher-level support or development teams as necessary.
Requirements:
• Bachelor's degree in computer science, Information Technology, or a related field is preferred but not mandatory.
• Proven experience in technical support, customer service, or a similar role, preferably within the educational technology sector.
• Strong understanding of computer systems, mobile devices, and other tech products; familiarity with remote desktop applications and help desk software.
• Excellent verbal and written communication skills in English; ability to explain complex technical concepts to non-technical users.
• Strong analytical skills with a proactive approach to identifying and resolving issues.
• Demonstrated commitment to providing exceptional customer service with patience and empathy.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Willingness to work flexible hours, including evenings and weekends, as needed.
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