What are the responsibilities and job description for the Technical Customer Support Representative position at XVIVO?
We are seeking a Technical Customer Support Representative to join our dynamic support team. The ideal candidate will play a crucial role in managing and resolving technical customer support tickets while contributing to an exceptional customer experience. This role is ideal for someone with a mid-level background in software product support, ticket management systems, and a passion for solving technical challenges.
Ticket Management & Resolution:
- Manage and prioritize incoming support tickets to ensure timely resolution.
- Communicate effectively with customers to understand their issues and provide appropriate solutions.
- Collaborate with internal teams to escalate and resolve complex technical issues.
Tool Proficiency:
- Utilize ticket management and customer communication systems (e.g., Salesforce, Intercom, Hubspot) to track and document customer interactions and issue resolutions.
- Ensure accurate and detailed ticket documentation for team transparency and customer follow-ups.
Knowledge Base Development:
- Assist in creating and maintaining technical support resources, including FAQs, training materials, and troubleshooting guides.
- Contribute to process improvement initiatives for support operations.
Customer-Centric Approach:
- Deliver excellent customer service by providing clear, professional, and empathetic communication.
- Proactively identify recurring issues and suggest improvements to enhance the customer experience.
Requirements:
Required Experience:
- Proven experience in a technical support role with a focus on ticket management and resolution.
- Familiarity with ticketing systems, customer communication tools, and CRMs such as Salesforce, Intercom, and Hubspot.
- Background in supporting software products, with a strong ability to troubleshoot, document, communicate, and resolve technical issues.
Preferred Skills:
- Tech-savvy with a basic understanding of software or a technical background.
- Experience with creating technical support resources, such as FAQs, troubleshooting guides, or training materials.
- Strong organizational and multitasking skills to handle a high volume of tickets effectively.
Bonus Points For:
- Experience working directly on software products.
- A demonstrated ability to understand and explain technical concepts to non-technical audiences
Compensation and Benefits:
- Salary: $23.50 - $32.50
- Other Compensation: All Employee Bonus Program
- Flexible Time Off
- Sick Time
- 401K match
- Company Benefits include paid Medical, Dental, Vision, Short Term Disability, Long Term Disability, and Life insurance
- Paid Maternity, Paternity, and Adoption Leave
- Well-Being Benefit
Salary : $24 - $33
