Technical Customer Support Rep 129 views

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide after-sales customer service and remote technical support by handling remote interaction with customers to resolution, assuring high customer satisfaction.
• Answer customers’ inquiries (via phone, fax, e-mail, IM, etc.) in an efficient, accurate and professional manner.
• Formally document customer complaints / service notifications and interactions, in line with company guidelines.
• Accurately diagnose and troubleshoot customers’ technical problems, provide responses regarding general questions, service products, spare part number identification and pricing.
• Create a service order or escalation if a remote solution cannot be offered.
• Transfer complaints for investigation and resolution to the relevant people and or departments when vital.
• Provide product module configuration instructions and use training per DFU and authorized materials.
• Leverage company knowledge and resources to ensure the delivery of valued, cost-effective after-sales service and technical support to customers, technical service providers and company colleagues within Sales & Marketing, Customer Services, Product Services and R&D/ Engineering.
• Develop and maintain strong working relationships with distributors, customers, technical service providers and company colleagues within Sales & Marketing, Customer Services, Products Services, Field Services and R&D/Engineering.
• Other duties may be assigned as needed.

EDUCATION AND EXPERIENCE:

• Minimum HND level qualification.
• Minimum of 2 years of customer service experience and/or experience with providing technical support, troubleshooting.
• Affinity with Information Technologies, including Windows operating environment, device connectivity, network design and supportability.
• Knowledge of one or more software programming languages would be a significant advantage.

QUALIFICATIONS AND SKILLS:

• Excellent communication skills on different levels.
• Customer focused approach.
• Ability to switch quickly between tasks and processes.
• Strong time management / planning skills.
• Ability to identify process improvement opportunities and escalate it to the Supervisor