What are the responsibilities and job description for the Technical Support Representative position at Demo160: Core Template TEMC?
Overview:
We are looking for a Technical Support Representative to assist our customers with technical problems when using our products and services. This role involves resolving customer queries, recommending solutions and guiding product users through features and functionalities.
Responsibilities:
- Respond to customer inquiries in a timely and accurate manner via phone, email, or chat
- Identify customer needs and provide assistance with specific features
- Analyze and report product malfunctions
- Update internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints on social media and offer assistance
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with the Product, Sales, and Marketing teams
- Assist in training junior Customer Support Representatives
Qualifications:
- Experience as a Technical Support Representative or similar CS role
- Familiarity with the industry is a plus
- Experience using help desk software and remote support tools
- Understanding of how CRM systems work
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience when handling tough cases
- Bachelor's degree in Information Technology or relevant diploma
