Supervisory Responsibilities: None
Job Summary: After Sales Technical Support provides technical assistance and support to customers who have purchased products or services.
They play a critical role in ensuring customer satisfaction by resolving technical issues, answering inquiries, and providing guidance.
Job Duties:
Respond to customer inquiries via phone, email, chat, or in-person, addressing technical issues and providing solutions.
Establish and maintain a professional and courteous relationship with customers.
Diagnose and resolve technical problems related to the company's products or services.
Provide step-by-step instructions or guidance to customers to help them troubleshoot and resolve issues independently.
Maintain accurate records of customer interactions, technical issues, and solutions provided.
Contribute to the creation and improvement of technical support documentation, FAQs, and knowledge base articles.
Collaborate with other departments, such as sales, engineering, and quality assurance, to resolve customer issues and improve product quality
Knowledge/Skills/Abilities:
Strong technical knowledge and troubleshooting skills
Excellent communication and interpersonal skills
Patience and empathy when dealing with customers
Ability to work independently and as part of a team
Proficiency in using support software, ticketing systems, and CRM tools
Prior experience in technical support or a customer-facing role is preferred
Education/Experience Requirements:
Bachelor's degree in a related field or equivalent work experience.
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