Technical Customer Support Representative

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

Written by AI from the job title and company, not by 12twenty, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Technical Customer Support Representative at 12twenty is responsible for providing exceptional support and assistance to our users in a technical environment. This role requires strong problem-solving skills and the ability to communicate complex technical information in a clear and concise manner. The representative will act as a liaison between the customer and the technical team, ensuring timely resolutions to issues while maintaining customer satisfaction. Through effective troubleshooting and thorough understanding of our products, the representative will play a crucial role in enhancing the overall user experience.

Job Responsibilities

• Provide 1st and 2nd level technical support via phone, email, and chat.
• Diagnose and resolve customer issues related to software and online platforms.
• Document technical issues and solutions in the support ticketing system.
• Collaborate with the development and engineering teams to identify and escalate unresolved issues.
• Conduct product training sessions for customers to optimize their use of our services.
• Respond to customer inquiries with professionalism and a focus on customer satisfaction.
• Stay updated on new features and product enhancements to effectively assist customers.
• Participate in the development of user documentation and instructional materials.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• Proven experience in a technical support role.
• Strong understanding of software applications and common technical issues.
• Excellent verbal and written communication skills.
• Ability to work effectively in a team environment and collaborate with diverse teams.
• Strong analytical and troubleshooting skills.
• Proficiency in using support ticketing systems and customer relationship management tools.

Technologies & Tools

In this position, the Technical Customer Support Representative will utilize various technologies and tools including customer support ticketing systems such as Zendesk or Jira, online communication tools like Slack or Microsoft Teams, and remote desktop applications for troubleshooting customer issues. Familiarity with CRM software and data analysis tools may also be beneficial for enhancing customer interactions and service delivery.

Ideal Candidates

Ideal candidates for the Technical Customer Support Representative position are individuals who possess a customer-centric attitude and a passion for technology. They should be proactive problem solvers who can think critically under pressure and adapt to unpredictable situations while maintaining composure. Additionally, they should have an innate ability to convey complex information in simple terms, thus ensuring that customers feel supported and understood. A collaborative spirit and an eagerness to learn and grow within their role will further enhance the team's success.