As a crucial part of our team, we are looking for a dedicated and customer-focused Technical Support Representative. This role is instrumental in managing and resolving customer issues through our ticketing system. The ideal candidate will have at least 6 months of experience in a technical support or customer service role, excellent problem-solving skills, strong communication abilities, and a passion for helping customers.
Experience Required : Minimum 6 months in a tech support or customer service role
Key Responsibilities:
Ticket Management:
Categorize, prioritize, and assign tickets to the appropriate teams if necessary.
Ensure all tickets are updated regularly and provide customers with ongoing
status updates
Technical Troubleshooting :
Diagnose and resolve technical issues.
Escalate complex technical problems to higher-level support teams when
required
Interaction with other teams :
Communicate clearly and effectively with customers to understand their technical issues.
Build and maintain positive relationships.
Documentation and Reporting :
Created and updated knowledge base articles to help customers resolve
problems independently.
Generate reports on ticket status, resolution times, and customer feedback.
Continuous Improvement:
Participate in training sessions and stay updated on product knowledge and
technical skills.
Provide input to improve product functionality and customer support
processes.
Collaborate with team members to identify and implement process
improvements.
Qualifications:
Experience : At least 6 months of experience in a technical support or customer service role.
Technical Skills : Basic understanding of the ticketing system.
Communication Skills : Excellent verbal and written communication skills.
Problem-Solving Skills : Strong analytical and problem-solving abilities.
Time Management : Ability to manage multiple tasks and priorities effectively.
Team Player : Collaborative and able to work well with others.
Preferred Qualifications:
Experience with [specific ticketing systems, e.g., Zendesk, Jira, ServiceNow].
Familiarity with the HVAC system is an added advantage.
Technical certifications related to the role.
