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3 Aplomb Technologies Jobs
Technical Support Representative
Aplomb Technologies
posted 3+ weeks ago
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Key skills for the job
Job Description
- Customer Assistance: Respond to customer inquiries via various communication channels (phone, email, chat, etc), addressing technical issues, providing guidance, and offering solutions in a professional and customer-centric manner
- Troubleshooting: Diagnose technical problems reported by customers by asking relevant questions, analyzing symptoms, and using technical knowledge to identify the root cause of the issue
- Problem Resolution: Guide customers through step-by-step solutions, perform remote troubleshooting, and provide clear instructions to resolve technical problems
- Escalate complex issues to higher-tier support teams when necessary
- Documentation: Maintain accurate and comprehensive records of customer interactions, technical issues, and solutions provided in the company's support ticketing system or knowledge base
- This documentation helps in building a knowledge repository and assists in future problem-solving
- Product Knowledge: Develop a deep understanding of the company's products, services, and software to effectively assist customers with technical inquiries and troubleshooting
- Communication: Communicate technical information and solutions to customers using clear, concise, and easy-to-understand language, regardless of the customer's technical background
- Continuous Learning: Stay updated on the latest product updates, technologies, and industry trends to enhance technical expertise and provide up-to-date solutions to customers
- Customer Advocacy: Act as a bridge between customers and the internal development or engineering teams by relaying customer feedback, bug reports, and enhancement requests
- Customer Satisfaction: Focus on achieving high levels of customer satisfaction by effectively addressing customer concerns, providing timely solutions, and following up to ensure problem resolution
- Time Management: Prioritize and manage a queue of customer support requests while maintaining a balance between quality and efficiency
Employment Type: Full Time, Permanent
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