Technical Support Expert
hace 3 días
About Us
Helpware is a global technology company with offices in multiple countries, including the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines. We specialize in delivering top-notch Customer Experience and Operational Support to modern businesses.
Position Overview
Key Responsibilities:
- Provide accurate product information to customers, including features, pricing, availability, and troubleshooting steps.
- Assist customers in navigating our products and services, escalating complex issues to Tier 2 support or managers when necessary.
- Maintain high customer satisfaction through proactive communication and timely issue resolution.
- Document customer interactions and transactions accurately in our CRM system.
- Collaborate with team members to identify and implement process improvements.
Requirements:
- Proven experience in customer service or support roles.
- Excellent verbal and written communication skills.
- Ability to remain calm and courteous under pressure.
- Strong problem-solving skills and attention to detail.
- Flexibility to work varying shifts, including weekends and holidays.
- Familiarity with CRM systems and support software is a plus.
PREFERRED QUALIFICATIONS:
- Prior experience in tech support or SaaS environments.
- Basic technical troubleshooting knowledge.
- Customer service certification is advantageous.
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