Technical Support Specialist Tier III

What You’ll Do:

• Respond promptly and professionally to customer inquiries via email and chat support channels.
• Assist customers with troubleshooting technical issues and provide guidance on resolving problems effectively.
• Strive to exceed customer expectations by delivering personalized, attentive, and empathetic service.
• Develop a deep understanding of our products, services, and policies to effectively assist customers and answer their questions.
• Maintain detailed and accurate records of customer interactions, including inquiries, complaints, and resolutions, in the company's CRM system.
• Ensure compliance with standard operating procedures, methodologies, and techniques.
• Follow up with customers to ensure that their issues are fully resolved and that they are satisfied with the outcome.
• Educate customers on how to use products or services effectively, including providing demonstrations and introducing customers to training materials & resources as needed.
• Stay informed about product updates, new features, and industry trends to provide up-to-date information to customers.

 

What You’ll Bring:

• 2+ years of experience in a SaaS (Software as a Service) or similar organization providing technical support with a strong focus on customer satisfaction.
• Experience troubleshooting API errors, integration bugs, and other complex technical issues.
• Ability to quickly learn platforms and effectively troubleshoot customer problems.
• Exceptional verbal and written communication skills with a friendly and professional demeanor.
• Strong problem-solving skills and the ability to think critically.
• Customer-focused attitude with a genuine desire to help and assist others.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.
• Proficiency in using CRM systems, Microsoft Office Suite, and technical troubleshooting concepts.