Job Context:

We are looking for a Technical Support Specialist, who will play a crucial role in ensuring our clients have a seamless experience with our software solutions. He will be responsible for responding promptly to client inquiries, providing on-spot support, and offering technical assistance through various channels. Your dedication to problem-solving, client satisfaction, and effective communication will contribute to our success.

Key Responsibilities:

  • Respond promptly to client inquiries for technical assistance.
  • Provide on-spot client support as needed.
  • Offer technical assistance via email, phone, or ticketing system.
  • Ensure timely acknowledgment and resolution of client queries to maintain high levels of client satisfaction.
  • Gather detailed information from clients to accurately diagnose and troubleshoot software issues.
  • Utilize strong problem-solving skills and technical knowledge to identify root causes and provide effective solutions.
  • Collaborate closely with our technical team to escalate and prioritize client issues.
  • Provide comprehensive technical information and context to facilitate efficient problem resolution.
  • Serve as a liaison between clients and our technical team, effectively communicating client needs issues, and requirements.
  • Translate technical jargon into clear and understandable language for both technical and non-technical clients.
  • Maintain detailed records of client interactions, including issue descriptions, resolutions, and any additional requirements or feedback provided by clients.
  • Ensure accuracy and completeness of documentation to support knowledge sharing and continuous improvement of support processes.
  • Gather and analyze customer feedback to identify trends, pain points, and areas for improvement.
  • Use feedback insights to drive product enhancements and inform future development priorities.
  • Build and maintain strong relationships with key client stakeholders.
  • Serve as a trusted advisor to clients, offering strategic guidance on maximizing the benefits of our software solutions.
  • Knowledge Sharing and Training.
  • Contribute to the development and maintenance of internal knowledge bases, FAQs, and troubleshooting guides.
  • Develop training programs for staff, ensuring awareness and adherence to data governance principles.
Education and Experience Requirements
  • Bachelor's degree in Computer Science, IT, or a related field
  • 1+ years of relevant field experience
  • Freshers are also encouraged to apply
Your Remuneration and Other Benefits
  • Attractive salary as per industry best practice.
  • Yearly salary review based on performance.
  • Training & Development Scopes.
  • Weekly 2 holidays.
  • 2 festival bonuses (Yearly).
  • Weekly medical consultancy.
  • Annual leave encashment.
  • Medical coverage.
  • Congenial & friendly working environment.
Deadline

    February 12, 2024

Job Location
Rajshahi, Bangladesh

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