We are looking for a Technical Customer Support Specialist to assist our customers with technical problems when using our products.
Technical Customer Support Specialist responsibilities include handling complaints or issues, providing a status update and planned resolution. To be successful in this role, you should be an excellent communicator at the technical and/or functional level appropriate for the situation who’s able to earn our clients’ trust. You should also be familiar with the CRM software.
Ultimately, you will help establish our reputation as a company that offers excellent technical customer support during after-sales procedures.

Responsibilities

• Respond to customer queries in a timely and accurate way (via email/ticketing system)
• Communicate to customers at the technical and/or functional level appropriate for the situation
• Manage configuration changes per customers’ request
• Analyze and report product malfunctions (for example, by testing different scenarios or by analyzing the logs)
• Update/maintain knowledge base articles to ensure up-to-date product information is available both internally and to customers
• Conduct demo sessions in order to onboard customers and customers’ new employees
• Monitor system performance and alert other teams if needed
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales and Marketing teams

Requirements and skills

• Experience as a Technical Customer Support Specialist or similar CS role
• Familiarity with our industry is a plus
• Understanding of server logs
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication, analytical and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• Familiarity with Postman is a plus