Product Support Representative - job 2 of 2

Role and Responsibilities:

As a Product Support Representative you will play a crucial role in providing exceptional product support and assistance to our valued customers. Your primary responsibilities will revolve around understanding customer queries, resolving issues, and ensuring overall customer satisfaction.

Customer Interaction and Issue Resolution:

• Respond promptly to customer inquiries via various channels (phone, email, chat, etc.).
• Listen attentively to customer concerns and understand the nature of their queries.
• Provide accurate and comprehensive information regarding product features, functionality, and usage.
• Resolve customer issues in a timely manner while adhering to established guidelines and procedures.
• Offer guidance and step-by-step solutions to customers, ensuring they can effectively utilize the product.

Technical Troubleshooting:

• Diagnose technical issues reported by customers and initiate appropriate troubleshooting steps.
• Guide customers through basic technical problem-solving processes.
• Escalate complex technical issues to the Level 1 support team, maintaining thorough documentation of the problem and actions taken.

Professionalism and Communication:

• Exhibit a professional and positive demeanor in all customer interactions.
• Communicate effectively and empathetically, ensuring customers feel valued and understood.
• Follow established communication protocols and maintain a friendly and customer-centric tone.

Required Skills and Qualifications:

• High school diploma or equivalent; additional certifications or relevant education preferred.
• Proven experience in customer support, technical support, or a related field is an advantage.
• Strong verbal and written communication skills.
• Ability to troubleshoot basic technical issues.
• Patience and empathy when dealing with customers.
• Ability to work in a fast-paced environment and handle multiple tasks efficiently.