We are looking for a smart Customer Support Representative to provide enterprise-level support to our customers. This technician will provide support via phone, web, email, chat and other channels as required.

Responsibilities:

  • Take ownership of customer issues reported and see problems through to resolution
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Document knowledge in the form of knowledge base tech notes and articles
  • Follow the SLA for issues with respect to the severity. 

Requirements:

  • Proven working experience in enterprise technical support, IT support or as a customer support representative (2-4 years)
  • Deep knowledge in the product that the CSR is supporting.
  • Strong problem-solving skills
  • Excellent client-facing skills
  • Excellent written and verbal communication skills

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