John Emad

Technical Support SpecialistFull Time

• Job Details:-Provide prompt and accurate technical support tocustomers via phone, email, and chat. -Diagnose and troubleshoot basic to complex customerissues that are technical in nature or other designatedclient products. -Research and identify solutions to complex technicalproblems using knowledge base resources andescalation pathways. -Document and escalate unresolved issues to higher-level support teams. -Maintain detailed records of customer interactions andsupport activities. -Proactively identify and address potential customerissues to prevent escalations. -Participate in ongoing training and development tostay abreast of technological advancements. -Collaborate effectively with internal teams to resolve technical problems and improve product usability. -Maintain a professional and positive demeanor while interacting with customers, even in challenging situations

Support SpecialistFull Time

• Job Details:-Ensure service delivered to our customers meetscontractual Key Performance Indicators (‘KPIs’) -Clarify customer requirements; probe forunderstanding and use decision-support tools andresources to appropriately provide resolution to thecustomer. -Listen attentively to customer needs and concerns;demonstrate empathy while maximizing theopportunity to build rapport with the customer. -Greet customers in a courteous, friendly, andprofessional manner using agreed-upon procedures. -Maintain basic knowledge of client products and/orservices. -Prepare complete and accurate work includingappropriately notating accounts as required. -Participate in activities designed to improve customersatisfaction and business performance.