Technical Support Representative

Job Summary

The Technical Support Representative serves as the first point of contact for customers in need of assistance with a product or service that a company provides. They will be responsible for receiving contacts via phone calls, emails, and chat, utilizing their communication skills to identify customer needs and providing prompt and efficient resolution to users technical challenges.

Responsibilities and Duties

A Technical Support Representative is expected to:

• Manage large amounts of incoming phone calls.
• Responsible for day-to-day logging, tracking and resolving of customer reported problems or concerns.
• Identify and assess customers needs to provide satisfactory service.
• Act as the customer advocate for problem resolution by escalating incidents and/or requests to the appropriate groups in a timely manner.
• Provide prompt, courteous, and effective customer service via phone, email, chat, or other communication channels.
• Keep accurate records of customer interactions.
• Follow communication procedures, guidelines and policies.
• Keep updated with knowledge of the company's products, services, and systems to effectively assist customers.
• Have the ability to multi-task in a fast-paced environment.
• Perform relevant additional tasks that is assigned by the Leadership Team

Qualification Requirements

• Bachelor's degree in any field or equivalent work experience.
• Minimum of 1 year as a technical support representative in a call center environment.
• Candidate must have strong English communication skills (both written and verbal). Should be able to carry a conversation with end users and can present ideas in user-friendly manner.
• Must have neutral accent.
• Proven ability to work well in a team.
• Must have a track record of over-achieving performance targets.
• Familiarity with CRM systems and practices.
• Exhibits an understanding of excellent quality of work.
• Must have strong customer service skills.
• A self-motivated individual contributor.
• Willing to work different shifts, weekends and holidays as required.