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Live Chat Technical Support - Level 1

Keywords / Skills : Technical Support, Technical Support Executive, Customer Service, Chat Support, Email Process, Subject Matter, Technical Expertise

1 - 6 years
Posted: 2019-10-18

IT/Computers - Software
Customer Service/Call Centre/BPO
Technical Support Representative (Non- voice)
Posted On
18th Oct 2019
Job Ref code
Job Description
Technical Support Specialist Role

Subject Matter / Technical Expertise

● Asks appropriate questions and tries to solve issues independently (via help docs, Confluence, old tickets etc.) before reaching out to others

● Has confidence in their ability to thoroughly research and find answers to client inquiries.

● Is self-driven to learn more about the system and to better understand how things work together

● Can solve many support interactions, including all those covered by the Level I team

● Takes ownership of issues to either resolution or until a clean handoff is made

● Promotes self-service by directing the user to the appropriate online resources, whenever possible

● Understands that they are not expected to be able to solve every issue independently and that reaching out to others is encouraged

● All details about the issue are in the ticket and up-to-date

● Troubleshooting notes are clear, concise and thorough

● Provides the level of detail needed to describe the issue completely and concisely

● Has a broad understanding of the modules in their product and understands how those modules work together

● Excellent listening skills; listens fully to the client issue before suggesting a solution; understands the question behind the question

● Product Team regularly solicits module-specific guidance from this subject matter expert

Innovation / Creativity

● Understands what the client is asking even when the client is not clearly stating a question

● Presents the client with multiple options or approaches when appropriate

● Knows when to loop in others to address the client's unique needs

● Understands how a client is setup and able to communicate this setup and resulting client needs to other teammates when escalating an issue

● Can make process/workflow suggestions to clients to help make things easier for them

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