Technical Support Professional
hace 4 semanas
Job Summary
Emplifi is seeking a skilled Senior Technical Support Specialist to join our Global Support team. As a key member of our team, you will be responsible for delivering exceptional technical support and guidance to our customers. Your primary focus will be on troubleshooting, diagnosing, and resolving customer issues in a timely and effective manner.
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 manner.
- Diagnose and troubleshoot software issues.
- Guide customers through diagnostic and resolution procedures in a clear and concise manner.
- Collaborate with internal teams to identify and resolve issues.
- Provide feedback on customer needs and product enhancements.
- Develop and maintain a deep understanding of Emplifi's products and services.
- Document customer interactions, issues, and solutions for future reference and knowledge sharing.
- Standard working hours will be 12pm - 8pm CST, with rotating weekend on-call responsibilities.
Requirements
- College graduate with a technical degree or equivalent hands-on experience.
- 2+ years in technical support or a similar customer-facing technical role.
- Creative and technical problem-solving skills.
- Strong communication skills, both verbal and written, with the ability to explain technical issues in simple terms.
- Customer-oriented attitude with a passion for providing exceptional service.
- Ability to work independently and collaboratively, and manage multiple priorities in a fast-paced environment.
- Flexibility to work on a shift rota basis and provide necessary cover where needed.
Preferred Skills
- Professional working proficiency in Portuguese and/or Spanish.
- Familiarity with basic social media concepts (Facebook, Twitter, LinkedIn, etc.).
- Previous experience with software testing and issue/project tracking software.
Please ensure your resume is submitted in English.
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