Service Technician

Job Description:

As a Service Technician, you will be the frontline representative of our company, ensuring our customers receive the assistance they need promptly and efficiently. Your primary responsibility will be to address customer inquiries, resolve issues, and provide product support with a friendly and empathetic approach. You will work closely with various internal teams to advocate for our customers and contribute to continuous improvements in our products and services.

Responsibilities:

• Respond to customer inquiries and provide accurate information about our products and services via phone, email, or chat.
• Troubleshoot and resolve customer issues or technical problems in a timely manner.
• Guide customers through product setup, usage, and configuration processes.
• Collaborate with cross-functional teams to escalate and resolve complex customer cases.
• Maintain detailed and accurate records of customer interactions and support tickets.
• Identify and report recurring customer issues to help improve product quality and usability.
• Proactively reach out to customers to ensure their satisfaction and gather feedback.
• Participate in product training sessions to stay updated on new features and improvements.
• Assist in creating and updating customer support documentation and knowledge base articles.

Requirements:

1. High school diploma or equivalent; bachelor's degree is a plus.
2. Proven experience in a customer support or related role.
3. Excellent communication skills, both written and verbal.
4. Strong problem-solving abilities and a keen attention to detail.
5. Empathetic and patient attitude towards customer concerns.
6. Ability to work well under pressure in a fast-paced environment.
7. Familiarity with CRM software and support ticketing systems is a bonus.
8. A passion for delivering exceptional customer experiences.