Technical Support Representative

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver fundamental technical assistance to customers facing issues with their products or services.

• Diagnose and resolve technical challenges, providing prompt and effective solutions for customers.

• Articulate technical resolutions to non-technical customers in a straightforward and concise manner.

• Ensure proper ticket classification and prioritization.

• Follow up with customers after initial interactions to confirm satisfactory resolution of issues and offer additional support if required.

• Refer complex problems to senior team members when necessary.

• Record customer interactions and technical challenges within a customer relationship management (CRM) system.

• Deliver exceptional customer service to foster customer satisfaction and loyalty.

• Comply with company policies and procedures.

• Achieve or surpass performance metrics related to key performance indicators (KPIs).

• Enhance knowledge of products, services, and procedures by engaging in training programs and ongoing learning opportunities.

• Collaborate with other departments as necessary to resolve customer inquiries.

• Maintain a positive, empathetic, and professional demeanor towards customers and colleagues at all times.

⛳️ Requirements

• A minimum of 6 months experience in a technical support position or equivalent is preferred.

• Strong communication abilities, both verbal and written.

• Capability to convey technical information to a non-technical audience.

• Critical thinking aptitude.

• Proficiency in utilizing computer applications and software.

• Previous experience with a CRM system is preferred.

🏝️ Benefits

• Competitive salary.

• Medical, dental, and vision insurance coverage.

• Paid time off.

• Birthday leave.

• Opportunities for skills training and both personal and professional development.