Level 1 Customer Product Support

Key Responsibilities:

1. Customer Support:

• Respond to customer inquiries via email, chat, or phone promptly and professionally.
• Provide first-level troubleshooting for product or service issues.
• Escalate unresolved or complex issues to Level 2 support or other relevant teams.

2. Technical Assistance:

• Assist customers in resolving basic technical issues, such as configuration, login problems, or user errors.
• Document common solutions and contribute to the knowledge base.

3. Problem Resolution:

• Log and track customer interactions in the support ticketing system.
• Follow up with customers to ensure issues are resolved to their satisfaction.

4. Product Knowledge:

• Maintain up-to-date knowledge of the companys products and services.
• Stay informed about new features, updates, and system changes to assist customers effectively.
• High school diploma or equivalent; associates or bachelors degree preferred.
• 2+ years of experience in customer service or technical support, ideally in a similar role.
• Excellent verbal and written communication skills.
• Basic understanding of technical troubleshooting and customer support principles.
• Proficiency in using customer support software, CRM systems, and common office applications.

Key Skills:

• Strong problem-solving and critical-thinking abilities.
• Patience and empathy when dealing with customers.
• Ability to work in a fast-paced environment while managing multiple tasks.
• Team player with a proactive and self-motivated attitude.

Work Conditions:

• Rotational shifts may be required.
• Hybrid or remote working options available, depending on location.

Why Join Us?

• Opportunity to grow within a customer-centric organization.
• Comprehensive training and ongoing support.
• Competitive salary and benefits package.