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Technical Support Coordinator
hace 2 semanas
A Tech Support position involves providing assistance and troubleshooting guidance to customers who encounter issues with a product. Responsibilities may include answering customer inquiries, diagnosing technical problems, walking customers through solutions, documenting issues and resolutions, escalating complex problems to higher-level support teams if necessary, and ensuring customer satisfaction. The role demands excellent communication skills to effectively convey complex technical concepts.
Responsbailities & Objectives
• Offering prompt and accurate technical support to customers experiencing issues
• Identifying and diagnosing technical problems reported by customers, understanding the root causes behind them.
• Guiding customers through step-by-step troubleshooting processes to resolve technical issues effectively.
• Documenting customer interactions, including inquiries, issues, and resolutions, for future reference and knowledge sharing.
• Collaborating with internal teams to escalate complex technical issues and ensure their timely resolution.
• Maintaining comprehensive knowledge of the product or service, including updates, features, and technical specifications.
Experience & Background
• 3+ years of experience in Product Tech support HVAC
• Knowledge of customer service and technical support.
• Field experience desirable and availability to travel
• Bachelor's degree in Mechanical engineering, Electronic engineering or related field.
• Advanced English.
Knowledge, Skills, Abilities
• Strong understanding of relevant technologies and platforms is essential. This may include knowledge of computer hardware and software, operating systems, networking concepts, and troubleshooting methodologies.
•Excellent communication skills and a customer-centric mindset are crucial for effectively assisting customers and addressing their concerns.
• The ability to diagnose technical issues, analyze problems, and develop solutions is key. Experience in troubleshooting technical problems, either professionally or through personal projects, demonstrates your problem-solving capabilities.
• The ability to understand and share the feelings of customers experiencing technical difficulties, fostering trust and rapport.
• Thoroughness in documenting customer interactions, troubleshooting steps, and resolutions to ensure accuracy and completeness
• A genuine desire to help customers and exceed their expectations, prioritizing their satisfaction and success with the product or service.
