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.