Customer Technical Advocate
2 days ago
The Technical Support Specialist plays a crucial role in delivering exceptional customer service by providing timely and professional support for technical inquiries, issues, and needs.
Key responsibilities include receiving, recording, and reconciling end-user technical questions on the use and implementation of computer products. This involves creating, managing, and monitoring tickets for incoming customer inquiries, issues, or service requests.
First-level support is provided for Point-of-Sale hardware and software, resolving operational and technical problems for customers and technicians. Complex issues are identified and escalated to relevant departments within the organization, ensuring swift problem resolution.
Effective communication is maintained through regular email updates to customers and the internal team on ticket status. Service management systems are utilized to gather and maintain service incident data, contributing to knowledge management.
This role requires strong analytical skills, sound judgment, and continuous learning opportunities to adapt to changing technologies and solutions. Customer interactions are documented in CRM tools for tracking purposes.
Required Skills and Qualifications- Clear Communication: Clear and coherent written and verbal communication skills to efficiently create and send updates via email and interact with customers and internal teams.
- Troubleshooting: Adept at troubleshooting technical issues, finding solutions, and guiding customers or technicians through problem resolution.
- Teamwork: Ability to work effectively within a team, collaborating with other support specialists and departments.
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