Technical Support Representative

2 weeks ago

Lindon, United States CareerBuilder Full time

Description:
Job Description:
We are seeking a highly motivated and customer-oriented individual to join our team as a Technical Support Representative. In this role, you will be responsible for providing technical assistance and outstanding customer service to our clients. Your primary focus will be to resolve technical issues, answer product-related questions, and ensure customer satisfaction.
Responsibilities:
Respond promptly and professionally to customer inquiries via email, live chat, or screenshare ensuring a high level of customer satisfaction (primarily through an email ticketing system).
Identify and troubleshoot technical issues related to our products or services, providing clear and concise solutions.
Document customer interactions, including the details of inquiries, comments, and actions taken, in our ticketing system.
Collaborate with cross-functional teams to escalate and resolve complex technical issues, ensuring timely resolution and effective communication with customers.
Assist in creating and updating support documentation, knowledge base articles, and FAQs to facilitate customer self-service.
Proactively identify opportunities to improve customer satisfaction, recommend process enhancements, and contribute to continuous improvement initiatives.
Stay up-to-date with product knowledge, industry trends, and technological advancements to provide accurate and timely information to customers.
Adhere to service level agreements (SLAs) and maintain key performance indicators (KPIs) to meet or exceed customer service targets.
Requirements:
Requirements:
High school diploma or equivalent;
Previous experience in technical support or customer service role, preferably in a technology-focused environment.
Strong customer service orientation with excellent communication and interpersonal skills.
Proficient in troubleshooting technical issues, with the ability to analyze and solve problems effectively.
Solid understanding of computer systems, software applications, and common technology platforms.
Patience and empathy to handle customer inquiries and concerns with a positive and helpful attitude.
Ability to multitask and prioritize effectively in a fast-paced environment.
Detail-oriented with excellent organizational and documentation skills.
Previous experience within the mortgage industry preferred, but not required.
Basic understanding of SQL preferred, but not required.
Benefits:
We offer a competitive benefits package, including health insurance, retirement plans, paid time off, and opportunities for professional growth and development. As part of our team, you will have the chance to work in a dynamic and collaborative environment, where your contributions are valued and recognized.

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