Technical Support Expert

Job Description

REQUIREMENTS

• High School diploma or equivalent.
• Friendly and professional demeanor with excellent verbal communication skills.
• Strong written communication skills for documenting calls and correspondence.
• Proficiency with basic computer skills and ability to navigate through multiple programs.
• Expected to work in a distraction-free home office or designated workspace.
• Reliable high-speed internet.
• Demonstrate problem-solving and troubleshooting skills with attention to detail.

RESPONSIBILITIES

• Handle incoming customer-facing calls with professionalism and courtesy, ensuring a great customer experience.
• Document all calls accurately and efficiently for reference and follow-up.
• Provide accurate information about our products, processes, and troubleshoot technical issues effectively.
• Process/document any work orders promptly to fully resolve customer issues and requests.
• Adhere to call flow procedures and call center guidelines.
• Meet or exceed established Key Performance Indicators (KPIs) to provide high-quality service delivery and customer satisfaction.
• Collaborate with other departments when needed to ensure timely and effective resolution of customer issues.
• Utilize provided tools and resources effectively to optimize performance.
• Actively participate in performance reviews and coaching sessions.
• Demonstrate a commitment to continuous improvement by seeking feedback and implementing best practices.

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