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Rosemallow Technologies
1 week ago
About the Role:
We are seeking a knowledgeable and resourceful Technical Service Representative to join our team In this role, you will be the go-to person for our customers experiencing technical difficulties with our products or services.
You will diagnose and troubleshoot issues, provide clear solutions, and ensure a positive customer experience.
Responsibilities :
- Troubleshoot and resolve a wide range of technical issues related to our [products/services] through phone, email, or chat.
- Effectively diagnose problems by actively listening to customers, gathering information, and analyzing technical data.
- Provide clear and concise instructions to guide customers through troubleshooting steps.
- Research and implement solutions, leveraging internal knowledge bases and technical resources.
- Document customer interactions and technical resolutions within our ticketing system.
- Escalate complex issues to senior technicians when necessary.
- Stay up-to-date on the latest product functionalities and technical updates.
- Maintain a positive and professional demeanor while providing exceptional customer service.
Qualifications :
- 2-4 years of experience in technical support or a related field.
- Strong understanding of computer hardware, software, and networking concepts.
- Excellent problem-solving and analytical skills.
- Proficiency in troubleshooting methodologies and diagnostic tools.
- Effective communication skills, both written and verbal, with the ability to explain technical concepts to non-technical audiences.
- Ability to work independently and manage a high volume of inquiries.
- Customer-centric approach with a focus on providing excellent service
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