Sr. Customer Support Associate (Voice - Technical Support)

Designation: Sr. Customer Support Associate (Voice - Technical Support)

About the Role:

As a Senior Customer Support Associate for our technical support team, you'll be the first point of contact for our customers, helping them with technical questions and issues.

Requirements:

• Experience in customer support and technical support, especially with SaaS products, would be an added benefit.
• Strong troubleshooting skills and a solid understanding of software applications.
• Excellent communication skills, both written and verbal.
• Ability to multitask and prioritize effectively.
• A customer-focused attitude with a passion for helping others.

1. Customer Interaction:

Assist customers via voice, email, and chat, answering their questions and resolving technical issues related to our client's software.

Listen carefully to customers' concerns and provide clear, effective solutions.

2. Technical Troubleshooting:

Diagnose and resolve issues with our SaaS applications, guiding customers through the necessary steps to fix their problems.

Offer helpful documentation and resources to empower customers to solve issues on their own.

3. Documentation:

Keep accurate records of customer interactions and solutions in our support system.

Update our knowledge base with helpful articles and FAQs to support both customers and team members.

4. Collaboration:

Work closely with engineering and product teams to escalate complex issues and share customer feedback.

Team up with colleagues to enhance service delivery and overall customer satisfaction.

5. Customer Education:

Educate customers on product features and best practices.

Support new customers ensuring they have the resources they need.

6. Process Improvement:

Look for ways to improve our support processes to make things easier for customers and the support team.

Share your insights and suggestions during team meetings to foster a culture of continuous improvement.

7. Continuous Learning:

Stay updated on product changes, industry trends, and new technologies relevant to our software.

Take advantage of training opportunities to enhance your skills and knowledge.

8. Additional Duties:

Take on any additional tasks, needed to support the goals of the technical support team and the company.