Technical Support Specialist
4 weeks ago
Job Description:
We are seeking a skilled Product Support Engineer to join our dynamic customer success team. As a Product Support Engineer, you will be responsible for delivering exceptional technical support to our customers, helping them navigate and resolve any challenges they encounter with our products.
Key Responsibilities:
- Deliver prompt and effective technical support through email, chat, and phone.
- Diagnose and resolve software issues, guiding customers through tailored solutions.
- Collaborate with the development team to address complex technical problems and contribute to product enhancements.
- Develop and maintain comprehensive documentation, including FAQs, user guides, and troubleshooting manuals.
- Assist in onboarding new customers, ensuring a seamless and positive experience.
- Conduct training sessions and webinars to empower customers to maximize our products' potential.
- Monitor customer feedback and proactively address emerging issues.
- Stay informed about the latest product updates and industry innovations.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in a technical support or customer support role, ideally within a SaaS company.
- Strong understanding of web technologies, including HTML, CSS, JavaScript, and APIs.
- Excellent problem-solving skills with a keen analytical mindset.
- Exceptional communication skills, both written and verbal.
- Ability to work autonomously and collaboratively within a team.
- Patient and positive attitude when handling challenging situations.
- Familiarity with support tools and ticketing systems such as Zendesk or Freshdesk.
Why Work with Us:
- Be part of a forward-thinking and passionate team.
- Competitive salary and comprehensive benefits package.
- Flexible and innovative work environment.
- Opportunities for professional growth and development.
- A culture that celebrates innovation, collaboration, and customer success.
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