Office Clerk

4 days ago


San Francisco, California, United States Exela Technologies Full time
Job Title: Office Clerk - Technical Support Specialist

Job Summary:

Exela Technologies is seeking a highly skilled and customer-focused Office Clerk - Technical Support Specialist to join our Technical Support department. As a key liaison between our company and clients, you will provide exceptional support and assistance, addressing client inquiries, troubleshooting technical issues, and ensuring timely resolution of all support requests.

Key Responsibilities:

  • Client Support: Act as the primary point of contact for clients seeking technical support, promptly responding to inquiries via phone, email, or online chat.
  • Technical Assistance: Provide expert technical assistance and troubleshooting guidance to clients experiencing issues with our products or services, diagnosing problems and guiding them through resolution steps.
  • Documentation: Document all client interactions, inquiries, and resolutions accurately and comprehensively in the appropriate systems or databases, ensuring thorough record-keeping and data accuracy.
  • Collaboration: Collaborate closely with internal technical teams to escalate complex issues and ensure timely resolution, advocating for clients and providing regular updates on the status of their cases.
  • Product Support: Assist clients with product setup, configuration, and customization, offering guidance and best practices to optimize their use of our offerings.
  • Education: Educate clients on product features, functionalities, and updates, ensuring they have the knowledge and resources needed to leverage our solutions effectively.
  • Process Improvement: Identify trends or recurring issues in client inquiries and work proactively to address root causes, contributing to ongoing improvements in product quality and customer satisfaction.
  • Feedback: Provide feedback to internal teams based on client insights and experiences, advocating for enhancements or new features to meet client needs and expectations.
  • Professional Development: Participate in ongoing training and professional development activities to stay current on product knowledge, technical skills, and industry trends, continuously enhancing your expertise and capabilities.

Requirements:

  • Technical Aptitude: Strong technical aptitude and proficiency with computer systems, software applications, and troubleshooting methodologies.
  • Communication Skills: Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to clients of varying technical backgrounds.
  • Problem-Solving Skills: Proven ability to prioritize tasks, manage multiple priorities simultaneously, and work effectively under pressure in a fast-paced environment.
  • Customer Focus: Exceptional problem-solving skills and a demonstrated ability to think analytically and creatively to resolve complex issues.
  • Customer Service: Customer-focused mindset with a passion for delivering exceptional service and building positive client relationships.
  • Availability: Willingness to work flexible hours, including evenings and weekends, to accommodate client needs and support team coverage.

Qualifications:

  • Age: 18 Years of Age or Older
  • Education: Associate's or bachelor's degree in hospitality management, business administration, or a related field, or an equivalent combination of education and relevant experience is required.
  • Experience: Minimum of 2 years of experience in a customer service or technical support role, preferably in a technology-related industry.

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