Technical Support Specialist - Alexandria

To be responsible for providing specific information regarding the products offered by the company, replay customers E-mails in a timely and accurate manner while exercising the highest level of service and quality, provide troubleshooting information, report and analyze customers' information and needs and to be the direct link between the company and it's existing and potential customers.

Responsibilities:

• Analyze customer complaints and provide appropriate corrective actions.
• Replay and follow up customer complaints, requests and inquiries in a professional and timely manner
• Ensure customer satisfaction by meeting customer needs
• Thorough knowledge of company products to be able to describe its functions, features and details to customers
• Communicate customer feedback to technical teams in order to develop processes for better serving customers
• Maintain Social networks sites up to date
• Update FAQ for each application
• User testing beta software
• Create Help documents
• Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends.