Technical Solutions Representative 02F25

The Technical Solutions Representative (TSR) is a crucial role within our customer support team, responsible for delivering exceptional technical assistance to our clients. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical audiences. As a TSR, you will be responsible for resolving technical issues, providing product guidance, and ensuring customer satisfaction through timely and accurate information. You will work closely with other team members and departments to deliver a seamless support experience. Your role contributes significantly to maintaining and enhancing customer relationships and enabling clients to utilize our products effectively.

Responsibilities

• Provide prompt and effective technical support to customers via email, phone, or chat.
• Diagnose and troubleshoot technical issues, including software, hardware, or network problems.
• Communicate complex technical information in an understandable manner to diverse audiences.
• Collaborate with other departments to resolve escalated technical issues efficiently.
• Maintain a comprehensive understanding of our products and services to better assist customers.
• Create and update technical documentation for frequently asked questions and common issues.
• Track and manage issues using a ticketing system, ensuring all problems are resolved timely.
• Participate in training sessions and stay updated on product changes and advancements.
• Identify and suggest improvements to processes and procedures to enhance customer service.
• Report recurring technical issues to product development teams for investigation.
• Strive to exceed customer satisfaction and productivity targets as set by the company.
• Contribute to a positive and productive team environment with effective communication and collaboration.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Minimum of 2 years of experience in a technical support or similar role required.
• Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Excellent verbal and written communication skills, with a customer-focused attitude.
• Proficiency in using support and ticketing systems, as well as remote assistance tools.
• Technical knowledge of our product offerings and related technologies is an advantage.
• Ability to work independently and collaboratively within a team to resolve complex issues.