Job Title: Customer Support Technician
Location: Remote
Duration: 12+ Month Contract
Job Summary
We are seeking a customer-focused Customer Support Technician/Desktop Support I / Technical Support Specialist to provide accurate and timely technical assistance to customers via phone, email, and chat. The ideal candidate will possess strong troubleshooting abilities, excellent communication skills, and a commitment to delivering exceptional customer service in a fast-paced support environment.
Key Responsibilities
- Provide technical support to customers through telephone, email, and chat channels.
- Troubleshoot software and technical issues while meeting established service level agreements (SLAs).
- Educate customers on product functionality, features, and best practices.
- Accurately document and manage support incidents within ticketing and incident management systems.
- Advocate for customers by tracking reported issues through resolution.
- Collaborate with Development, QA, and Implementation teams to identify and resolve product-related issues.
- Validate, document, and report software defects and design concerns.
- Assist with testing and validation of new product releases and enhancements.
- Participate in team meetings, training sessions, and knowledge-sharing initiatives.
- Support special projects and additional responsibilities as assigned.
- Maintain a professional, customer-focused approach in all interactions.