Technical Support Specialist

hace 4 semanas


Xico, México Emplifi A tiempo completo

About Emplifi

Emplifi's unified customer engagement platform empowers more than 20,000 of the world's leading brands to revolutionize the digital and social customer experience. With comprehensive and integrated social media marketing, social commerce, and care, combined with unified analytics and AI, Emplifi fuels growth resulting in happy customers, increased product sales, and improved brand loyalty.

About the Customer Support Team

We're a team of empathetic and patient professionals who are passionate about communication and customer satisfaction. We're the link that connects our Development and Sales departments to clients, ensuring seamless technical and commercial support. Our work involves software, social media, and CX management, making every day exciting and challenging.

Job Summary

As a Senior Technical Support Specialist within our Global Support team, you will play a critical role in delivering exceptional technical support and guidance to our customers. Your responsibilities will include troubleshooting, diagnosing, and resolving customer issues, all while ensuring an outstanding level of customer satisfaction.

Key Responsibilities

  • Provide technical support and resolve customer requests via various communication channels.
  • Qualify incoming requests, including technical issues, questions, and other inquiries.
  • Prioritize requests with the appropriate level of urgency and follow the procedure to address them in a timely and effective manner.
  • Diagnose and troubleshoot software issues.
  • Guide customers through diagnostic and resolution procedures in a clear and concise manner.
  • Collaborate with different internal teams to identify and resolve issues.
  • Provide feedback on customer needs and product enhancements.
  • Develop and maintain a deep understanding of the company's products and services.
  • Document customer interactions, issues, and solutions for future reference and knowledge sharing.

Requirements

  • College graduate with a technical degree or equivalent hands-on experience.
  • 2 + years in technical support or similar customer-facing technical role.
  • Creative and technical problem-solving skills.


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