Job Description:

The Technical Support Representative will play a crucial role in providing technical assistance and support to customers with a primary focus on technical and billing inquiries. This role involves troubleshooting. Technical issues, ensuring customer satisfaction, and effectively communicating with both technical and non-technical customers.
 

Responsibilities:

• Serve as the primary point of contact between the company and its customers, delivering exceptional service through various communication channels including voice calls, chat, email, and others.
• Record and document customer inquiries and complaints accurately and thoroughly.
• Utilize a combination of technical expertise and problem-solving skills to guide customers through diagnostic and troubleshooting procedures, resolving issues efficiently.
• Document all relevant information about customer inquiries and complaints, including root causes and resolutions.
• Collaborate with other teams to escalate and resolve complex customer issues as needed, ensuring timely resolution and customer satisfaction.
• Proactively communicate with customers to provide updates on issue resolution progress and gather any additional information required.
• Stay updated on industry trends and technological advancements to continuously improve service delivery.