About the Role:
As a Specialist in Customer Service Technical, you will take on a more prominent role in supporting customers with various technical issues. Building on your foundational skills, you will assist with more complex troubleshooting and contribute to project-based improvements. Your contributions will help in refining our support processes and enhancing customer satisfaction.
Responsibilities:
• Perform advanced troubleshooting for a wider range of technical issues.
• Assist in the implementation of new procedures and techniques in customer support.
• Participate in projects aimed at improving support systems and processes.
• Provide step-by-step guidance to customers for product installations.
• Update and maintain support documentation.
• Train new employees on basic technical support procedures.
• Collaborate with team members to resolve escalated issues.
• Conduct follow-ups to ensure issue resolution and customer satisfaction.
• Analyze recurring customer issues and suggest improvements.
• Maintain current knowledge of emerging product features.
Skills:
• Advanced Troubleshooting: Diagnosing and resolving a broader range of issues.
• Project Assistance: Supporting technology projects aimed at improving service.
• Training: Ability to guide and train new team members.
• Documentation Management: Updating support documentation.
• Customer Guidance: Providing clear instructions to customers.
• Collaborative Problem Solving: Working with peers to resolve issues.
• Follow-Up Skills: Ensuring thorough resolution and customer satisfaction.
• Analytical Skills: Identifying patterns in technical issues.
• Requires working knowledge and expanded conceptual knowledge in primary technical job family and broadens capabilities; has worked with and is proficient with current technologies
• Understands key business drivers and builds knowledge of the company, processes and customers
• Performs a range of technical assignments and solves moderately complex problems under guidance of established policies and procedures
• Receives a moderate level of guidance and direction
• Impacts quality of own work and the work of others on the team; may provide informal guidance to new team members
• Explains complex information to others in straightforward situations