Product Support 28F26

As a Product Support specialist for 28F26, you will play a pivotal role in providing exceptional customer service and technical support to our diverse client base. Your core responsibility is to troubleshoot and resolve issues efficiently while maintaining the highest level of customer satisfaction. You will be working closely with our product development team to relay valuable customer feedback, identify problem areas, and ensure the product evolves to meet the users' needs. Your ability to communicate effectively, both in written and oral forms, will be essential for building rapport with clients and understanding the technical nuances of our product. Additionally, you will help create comprehensive support documentation and contribute to a knowledge base that empowers customers to resolve issues independently.

Responsibilities

• Respond to customer inquiries via phone, email, and chat professionally and promptly.
• Diagnose and troubleshoot technical issues using systematic problem-solving skills.
• Collaborate with the product development team to report and resolve complex issues.
• Create and update user guides and help documentation for internal and external use.
• Conduct regular follow-ups with customers to ensure their issues are fully resolved.
• Monitor product performance and report recurring issues to engineering teams for review.
• Train and mentor new staff members on best support practices and procedures.
• Maintain detailed records of customer interactions and issue resolutions in the CRM system.
• Provide feedback to the product team to influence product improvements and feature suggestions.
• Stay updated on product features and enhancements to provide accurate support information.
• Assist in the creation and upkeep of a knowledge base accessible to customers and staff.
• Participate in team meetings and training sessions to enhance service delivery skills.

Requirements

• Bachelor's degree in Information Technology or a related field is preferred.
• Minimum of two years' experience in a product support or IT support role.
• Excellent written and verbal communication skills are required for effective customer interaction.
• Strong analytical and problem-solving skills to diagnose and resolve technical issues.
• Proficiency with CRM software and customer support tools is highly desirable.
• Ability to work independently and manage time effectively in a fast-paced environment.
• A solid understanding of the industry and familiarity with the product offerings.