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.
- 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.
- 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