Technical Support Specialist

We are looking for a Technical support specialist oriented to provide a technical support to our customers in an efficient and accurate manner.

Our product Tactful.ai is a Virtual Shopping Assistance SaaS platform that is built for online merchants of any size and powered by an advanced AI technology. At Tactful.ai our goal is to take the experience of online shopping to a whole different level. To learn more, please visit our website https://www.tactful.ai

You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Responsibilities:

• Walk customers through the process of installing the software on their machines and starting up the program for the first time
• Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem
• Send technical documentation to customers who have lost or misplaced theirs
• Refer difficult cases to a senior analyst or support tech
• Assume remote control over customers’ computers when necessary to resolve problems
• Make hardware recommendations for customers whose machines cannot support the software
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Update customer data and produce activity reports