Job Description
Technical Support Representative is responsible for acting as a contact person between customers and the company. Assists with issues, orders, errors, account questions, billing, cancellations, and other product related queries.
Primary Responsibilities
- Resolve customer complaints via phone, tickets, or chat.
- Greet customers warmly and ascertain problem or reason for calling.
- Assist with software issues, refunds or cancellation.
- Answer pre sales questions about software and limitations.
- Suggest solutions when a product malfunctions.
- Attempt to persuade customer to reconsider refund or cancellation.
- Inform customer of deals and promotions.
- Utilize product knowledge to handle high call volumes.
- Work with customer support manager to ensure proper customer service is being delivered.
- Close out or open tickets and call records.
- Compile reports on overall customer satisfaction.
- Respond from scripts or canned responses.
- Handle changes in policies or renewals.
- Keep updated with required information using available resources at the company.
- Regular follow ups with customers to ensure the resolution worked in a timely manner.
- Ready to handle any kind of customer with appropriate solutions for the situation.
- Need to be up to date with system applications, product changes and product updates respectively.
- Ability to work independently on rotational shifts.
Desired Candidate Skills
- Should be excellent in verbal as well as written English, preferably with good usage of accents.
- Strong phone handling skills and active listening.
- Customer orientation and ability to adapt/respond to different types of customers.
- Excellent multi-tasking skills.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize and manage time effectively.
- Excellent computer knowledge, preferable with good knowledge on Microsoft Office, knowledge on different Operating Systems, remote access tools, etc.
Covid Time Rules: Strictly No Walkins. Send in your CV and we will connect with you via email or phone.
Email: [Confidential Information]
