Job Description
Job Description
The Technical Customer Support role at Foundever is at the frontline, providing support to our esteemed customers, troubleshooting technical issues, and ensuring maximum client satisfaction. As part of our customer-centric team, the successful candidate will not only resolve product-related issues but will play an integral part in refining our product through customer feedback and observations.
Responsibilities:
- Respond promptly to customer inquiries through various channels such as telephone, email, chat, and the product's self-service portal.
- Identify customer needs and help them use specific features of the product.
- Coordinate with internal departments to resolve customer issues that cannot be handled at the first level of support.
- Analyze and report product malfunctions to the product team for enhancement.
- Track and document customer service actions in the CRM system.
- Provide suitable solutions for customer problems and follow up with the customer as needed.
- Ensure customer satisfaction to the maximum extent possible.
Qualifications:
- A proven track record as a Technical Support Specialist in a similar role.
- Excellent understanding of how CRM systems and technological processes operate.
- Strong problem-solving skills and the ability to prioritize tasks in a dynamic work environment.
- Exceptional communication and interpersonal skills, with proficiency in delivering customer-focused solutions based on individual customer needs.
- Ability to stay calm under pressure and manage difficult technical situations.
- Strong understanding and fluency with technology and software solutions is paramount.
- Degree in Computer Science, IT or a similar field is desirable.
Benefits:
- Competitive compensation package commensurate with experience.
- Opportunities for professional growth and advancement within the company.
- A work environment that fosters creativity and innovation.
- Comprehensive health benefits including medical, dental, and vision insurance.
- Flexible work schedules and work-from-home days to promote a healthy work-life balance.
- A strong, supportive team and resources to help you succeed in your role.
Your role as a Technical Customer Support specialist provides a crucial connection between Foundever and our customers. You will provide expertise, guidance, and quick fixes, contributing to our reputation as a company that values its customer base. With your help, we can provide an exceptional customer experience, ensure customer loyalty, and continually improve our product.