Customer Care Technical Support and Chat Process

Overview

Key Responsibilities

• Respond to customer inquiries and issues via chat email or phone in a timely manner
• Provide technical support and troubleshooting for software or hardware issues
• Assist in the resolution of customer concerns and escalate complex issues to the appropriate channels
• Document customer interactions and solutions accurately
• Stay uptodate with product knowledge and technical skills to provide accurate information
• Collaborate with other departments to improve customer experience and product functionality
• Identify recurring technical issues and escalate them to relevant teams for resolution
• Contribute to the development and maintenance of support documentation
• Adhere to company policies and procedures while delivering excellent customer service
• Participate in training and workshops to enhance technical and customer service skills

Required Qualifications

• Bachelor s degree in Computer Science Information Technology or related field
• Proven experience in customer service technical support or help desk role
• Strong understanding of technical troubleshooting and problemsolving techniques
• Proficiency in using customer support software and tools
• Excellent verbal and written communication skills
• Ability to multitask and prioritize in a fastpaced environment
• Knowledge of customer relationship management (CRM) systems
• Experience in handling chat support and email correspondence
• Ability to adapt to new technologies and software applications quickly
• Understanding of basic network and internet concepts

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