Technical Support Expert

Job Description

● Handle customer technical support cases through phone and email submission. ● Respond to customer queries in a timely and accurate way, via phone, email, or chat. ● Identify customer needs and help customers use specific features. ● Update our internal databases with information about technical issues and useful discussions with customers. ● Monitor customer complaints on social media and reach out to provide 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 it with our product, sales, and tech teams. ● Assist in training junior customer support representatives. ● Prepare reference material for users by drafting operation instructions. ● Maintain a working log detailing all required system updates, as well as the date of completion.