Technical Support Professional
1 month ago
We are seeking a highly skilled Technical Support Professional to join our team at Skylar Consultancy. In this role, you will play a crucial part in ensuring our customers receive exceptional technical support and assistance.
The ideal candidate will have excellent communication skills, be able to think critically and troubleshoot complex issues efficiently. You should also be familiar with help desk software and remote support tools.
Responsibilities:- Respond to customer inquiries in a timely and accurate manner via phone, email or chat.
- Analyze and report product malfunctions by testing different scenarios or impersonating users.
- Update our internal databases with information about technical issues and useful discussions with customers.
- Monitor customer complaints on social media and provide assistance as needed.
- Share feature requests and effective workarounds with team members.
- Inform customers about new features and functionalities.
- Follow up with customers to ensure their technical issues are resolved.
- Gather customer feedback and share it with our Product, Sales and Marketing teams.
- Assist in training junior Customer Support Representatives.
- Experience as a Customer Support Specialist or similar CS role is required.
- Familiarity with the industry is a plus.
- Experience using help desk software and remote support tools is essential.
- Understanding of how CRM systems work is necessary.
- Excellent communication and problem-solving skills are required.
- Multi-tasking abilities are a must.
- Patience when handling tough cases is essential.
- BSc in Information Technology or relevant diploma is required.
Estimated salary: $55,000 - $65,000 per year depending on experience and location.
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