Technical Customer Support

3 weeks ago

Eden Prairie, United States Robert Half Full time
Job DescriptionJob Description

We are searching for a Technical Customer Support professional to join our team Remotely. In this role, you will be responsible for providing technical assistance to our clients, processing customer applications, and maintaining accurate customer records. This position offers a long term contract employment opportunity.


Responsibilities:


• Engage with customers to establish rapport and build trust, while handling their technical issues professionally and empathetically.

• Actively listen to customer concerns and ask clarifying questions to ensure understanding and effective communication.

• Provide quick responses to customer inquiries through various channels such as phone calls, chats, and emails.

• Document customer interaction for each case, including contact information, the customer’s experience of the issue, and troubleshooting steps.

• Assist customers with account and subscription management, process refunds, and address technical issues related to our products.

• Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling.

• Maintain and refresh knowledge of products, promotions, and internal systems through continuous training.

• Apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests.

• Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required.

• Review all customer communication thoroughly, using plain language to ensure understanding, and ask for feedback to ensure effective communication.]

• Proven experience in a Technical Customer Support role or similar customer service position
• Demonstrable proficiency in troubleshooting technical issues and providing timely solutions
• Excellent communication skills, both written and verbal, to explain complex technical concepts in simple terms
• Demonstrated ability to provide training to customers on how to use various products or services
• Experience in managing invoices, billing, and financial notes
• Strong understanding of quality review protocols and ability to implement them effectively
• Proficiency in using computer systems and software relevant to the role
• Ability to manage time efficiently and prioritize tasks to meet deadlines
• Proven experience in assisting customers with promotions, authorizations, and other support needs
• Comfortable with conducting discovery to identify and understand customers' technical issues
• Strong phone presence to handle customer queries and complaints
• Ability to document customer interactions and technical issues accurately
• Must have experience in offering technical support to customers
• Proficiency in prioritizing tasks and managing multiple customer queries simultaneously.

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