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Technical Support Representative

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Job Description:

We are seeking a highly empathetic and technically skilled Entry-Level Technical Support Representative to join our team. In this role, you will be the first point of contact for our customers, providing them with exceptional technical support and assistance across various channels including tickets, email, and phone calls. Your primary responsibilities will include understanding customer concerns, troubleshooting technical issues, offering recommendations, and finding effective solutions.

Key Responsibilities:
• Empathetic Technical Support: Demonstrate empathy towards customer concerns and provide technical assistance, even if the issue requires escalation to a specialized team.
• Clear Communication: Communicate effectively with customers via tickets, email, and phone calls, ensuring clarity and understanding in every technical interaction.
• Quick Thinking and Troubleshooting: Act swiftly to identify and resolve technical issues, demonstrating strong problem-solving skills and technical acumen.
• Active Listening: Listen attentively to customer needs and concerns during conversations and email exchanges, showing genuine interest in resolving their technical issues.
• Follow-through and Accountability: Take ownership of customer requests, ensuring follow-through and accountability until technical resolution is achieved.
• Technical Conflict Resolution: Handle conflicts with customers professionally and efficiently during phone conversations or email exchanges, aiming to find mutually beneficial solutions to technical problems.
• Process Adherence: Follow established technical support processes and procedures while identifying any gaps or areas for improvement.
• Team Collaboration: Work effectively as part of a technical support team, sharing insights, spotting repeats technical issues, and contributing to the collective success.
• Product Knowledge and Upselling: Stay up to date with our products and services, leveraging opportunities to upsell, upgrade, or downgrade customers as appropriate, particularly focusing on technical features.
• Client Relationship Management: Build and manage ongoing relationships with clients, fostering rapport and trust through technical expertise.
• Tech Savviness: Demonstrate strong computer literacy with a preference for experience in a SaaS company or similar tech-related environment.
• Adaptability: Pivot quickly to areas of high support volume, demonstrating flexibility and a willingness to learn new technical skills.
• Meeting KPIs: Meet and exceed Key Performance Indicators (KPIs) related to customer satisfaction, response times, resolution rates, and other metrics as determined by management.

Additional Requirements:
• Ability to work flexible hours, including outside of normal working hours if required.
• Weekend hours may be required depending on business needs.
• Hours of work will depend on servicing SEA (Southeast Asia) customers and business needs.
• Excellent communication skills, both verbal and written.
• Ability to learn quickly and adapt to changing environments.
• Strong attention to detail and technical problem-solving abilities.
• Prior experience in technical support or related fields is a plus.
• Well-versed in the use of Excel/Sheets at an intermediate level.
• A proactive and customer-centric approach to work.
• Ability to work well under pressure and handle conflicts effectively.

 

If you are passionate about providing exceptional technical support and thrive in a fast-paced environment, we encourage you to apply for this rewarding opportunity. Join us in making a positive impact on our customers’ experiences!