Responsibilities:
Respond promptly and professionally to customer inquiries via email, chat, phone, or other communication channels.
Assist customers with product-related questions, technical issues, and troubleshooting.
Diagnose and resolve technical issues and challenges reported by customers.
Escalate complex problems to senior support staff or developers when necessary.
Develop and maintain a deep understanding of the company’s products and services.
Stay up-to-date with product updates, features, and technical specifications.
Contribute to the creation and maintenance of customer support documentation, FAQs, and knowledge base articles.
Ensure that customers have access to self-help resources.
Provide training and guidance to customers on using the company’s software, tools, and platforms effectively.
Log and track customer support requests and issues using a ticketing system.
Generate reports on common customer issues and trends for continuous improvement.
Gather and document customer feedback and suggestions.
Share feedback with the product development team to influence product improvements.
Conduct quality checks on support interactions to ensure consistency and adherence to service standards.
Advocate for customers within the organization to address their needs and concerns.
Collaborate with other departments, such as sales and product development, to improve the customer experience.
Monitor customer satisfaction levels and work to enhance overall customer satisfaction.
Follow up with customers to ensure that issues are resolved to their satisfaction.
Qualifications:
Bachelor’s degree in IT, Computer Science, Business, or Diploma in Business Management, IT, Computer Science or a related field.
Must have at least 4 Years of proven experience in a Customer support or Call Center role, preferably in the ISP and related industry.
Strong technical aptitude and the ability to learn company product.
Excellent communication and interpersonal skills, both written and verbal.
Problem-solving and analytical skills.
Empathy and a customer-centric mindset.
Patience and the ability to remain calm under pressure.
Familiarity with customer support systems.
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