Customer / Technical support

ConfidentialBengaluru / Bangalore

30+ days ago

Job description

Roles and Responsibilities :

Customer Assistance : Respond to customer queries and provide assistance via phone, email, or chat. Ensure timely and accurate resolution of customer concerns.
Technical Troubleshooting : Diagnose and troubleshoot technical issues related to the product or service, providing clear instructions or fixes to customers.
Product Guidance : Offer in-depth knowledge and guidance on the product, including features, functions, and best practices, to enhance the customer experience.
Issue Resolution : Resolve customer complaints or concerns efficiently, following standard procedures and escalating to higher-level support when necessary.
Ticket Management : Log customer issues, queries, and feedback into the ticketing system, tracking them from initiation through to resolution.
Follow-up and Feedback : Ensure follow-up on pending issues, confirming resolution and gathering customer feedback to improve services.
Documentation : Maintain accurate records of customer interactions, technical problems, and resolutions. Update knowledge base articles and FAQs as needed.
Product Installation / Configuration : Assist customers with the installation, configuration, or setup of software or hardware, offering step-by-step instructions if required.
Knowledge Sharing : Stay updated on product changes, updates, and features to provide accurate and up-to-date information to customers.
Escalation Handling : Identify issues that need escalation and direct them to the appropriate team or higher-level technical support.
Collaboration : Work with other teams (engineering, product, and sales) to resolve complex customer issues or gather feedback for product improvements.
Training : Provide training sessions or materials to customers, ensuring they understand how to use the product effectively.
Customer Retention : Build and maintain relationships with customers by ensuring high-quality service and fostering trust.

Skills and Qualifications :

Technical Proficiency : Strong understanding of the product or service being supported, with the ability to troubleshoot technical issues.

Communication Skills : Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical customers.

Problem-Solving : Strong analytical and problem-solving skills to identify root causes of issues and provide solutions effectively.

Attention to Detail : Ability to accurately document issues, troubleshooting steps, and resolutions in the system.

Customer-Centric Approach : Focused on delivering an excellent customer experience, with the ability to remain calm and professional under pressure.

Time Management : Ability to manage multiple tasks simultaneously while adhering to SLAs (Service Level Agreements).

Adaptability : Ability to adapt to changes in processes, product features, or customer requirements quickly.

Patience & Empathy : Patience and empathy in handling customer inquiries and troubleshooting, especially with frustrated or non-technical users.

Team Collaboration : Ability to collaborate with cross-functional teams, including engineering, product, and sales, to ensure issues are resolved.

Multitasking : Handle multiple customer issues or queries at once while maintaining high service quality.

Technical Tools : Familiarity with customer support software (e.g., Zendesk, Freshdesk) and basic IT troubleshooting tools.

Skills Required

Multitasking, Adaptability, Time Management, Communication Skills

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Technical Support • Bengaluru / Bangalore