Technical Support Representative

hace 1 semana

Madrid, España Zephyrus Engineering Limited A tiempo completo

.At Zephyrus Engineering Limited The Technical Support Representative serves as the primary point of contact for clients seeking technical assistance with our services. This role involves diagnosing issues, providing solutions, and ensuring high levels of customer satisfaction while collaborating with cross-functional teams to enhance product performance and user experience. This is a remote role strictly for candidates within the United States. Key Responsibilities: Technical Assistance: Respond to inbound support requests via phone, email, and chat in a timely manner. Diagnose technical issues related to engineering software, hardware, and tools, providing step-by-step solutions to users. Document and track support requests in the ticketing system, ensuring all interactions are logged accurately. Customer Interaction: Communicate effectively with clients and team members to understand and resolve technical problems. Provide clear and concise explanations, ensuring that users understand the solutions provided. Follow up with customers to ensure issues are resolved satisfactorily and to gather feedback on support experiences. Collaboration: Work closely with engineering, development, and product management teams to relay customer feedback and issues for continuous improvement. Participate in team meetings to discuss common issues and collaborate on solutions or knowledge sharing. Assist in the development of FAQs, support documentation, and training materials for users. Product Knowledge: Maintain up-to-date knowledge of the company's products, services, and industry trends to provide accurate support. Engage in continuous learning through training sessions, product updates, and self-study to enhance technical expertise. Troubleshooting and Problem-Solving: Analyze complex technical issues and devise effective solutions, utilizing critical thinking and problem-solving skills. Test and replicate issues reported by users to understand the root cause and facilitate resolution. Escalate unresolved issues to higher-level technical support or engineering teams as necessary. Quality Assurance: Ensure adherence to service level agreements (SLAs) and performance metrics by providing prompt and effective support. Participate in quality assurance initiatives, providing feedback on support processes and customer interactions. User Training: Conduct virtual training sessions and webinars to educate users on product features, troubleshooting tips, and best practices. Create and update training materials and user guides to enhance user understanding and efficiency. Qualifications: Education: Bachelors degree in Engineering, Computer Science, Information Technology, or a related field preferred; relevant experience maybe considered. Experience: 2+ years of experience in technical support or customer service, preferably in an engineering or technology-related environment

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