Key Responsibilities: • Customer Interaction: Engage with customers through various channels (phone, email, chat) to understand their concerns and provide timely assistance. • Issue Resolution: Troubleshoot and resolve basic technical issues or guide customers through the necessary steps to solve their problems. • Escalation Management: Identify and escalate more complex issues to the appropriate support level, ensuring a seamless customer experience. • Documentation: Accurately document customer interactions, issues, and resolutions in the CRM system to maintain comprehensive support records. • Feedback Loop: Provide feedback to the product and development teams regarding common customer issues or suggestions for product improvements. • Knowledge Sharing: Contribute to the internal knowledge base by creating and updating support articles, FAQs, and other customer-facing documentation. • Quality Assurance: Ensure high standards of customer service by adhering to company policies, procedures, and best practices. • Continuous Improvement: Participate in ongoing training to stay up-to-date with product knowledge, company updates, and industry best practices. Required Skills and Qualifications: • Graduate in any discipline. • 1-2 years of experience in customer support, preferably in a technical or software environment. • Excellent verbal and written communication skills. • Comfortable using customer support software, and troubleshooting basic technical issues. • Strong attention to detail.
