Deskripsi pekerjaan Customer Technical Support Abishar Technologies
The Level 1 Technical Support Engineer (TSE1) provides basic technical support in a professional manner. They resolve customer issues and close tickets efficiently. The TSE 1 supports small, medium and large (Fortune 500) customers during both pre-and post-sales periods. They are responsible for ensuring that the customer relationship is managed through proactive customer communications by providing rapid response and guaranteeing that estimated response times are communicated up front. The TSE 1 is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis.
Responsibilities:
● Answer Level 1 inbound calls, web-cases, and web chats and assess customer’s technical
support needs and handle/route accordingly, using documented procedures and available tools
● Escalate issues appropriately
● Log customer calls appropriately
● Remain knowledgeable of client performance requirements, product line and service offerings
● Maintain awareness of and comply with all client support policies
● Achieve specified performance goals
Requirements:
● At least 2 years in a role with customer-facing support responsibilities
● Ability to type 30 WPM
● Exceptional listening skills
● Excellent oral and written communication skills
● Ability to communicate clearly and succinctly
● Ability to compose grammatically correct, concise and accurate notes
● Technical writing skills
