Technical Support Representative (India)

As a Technical Support Representative at Wing, your responsibilities will include troubleshooting a variety of IT issues such as user logins, password resets, and more. You will provide tech support through multiple channels like phone, email, and chat, ensuring customers have a smooth experience. Additionally, you'll assist in onboarding customers by developing workflows and FAQs, document customer interactions in our CRM system, and track service requests through our ticketing system.

To qualify for the Technical Support Representative role at Wing, candidates should have at least one year of proven experience in a technical support role. Excellent communication skills in English, both written and verbal, are essential. Familiarity with current technologies like cloud services and CRM systems is required, along with proficiency in word-processing and spreadsheet software. Being proactive, detail-oriented, and able to work on a graveyard shift is also important.

A Technical Support Representative at Wing should be tech-savvy and comfortable using tools like desktop sharing software, cloud services, and CRM systems. Familiarity with word processing and spreadsheet applications, such as MS Office, is necessary, along with the ability to navigate online calendars and scheduling tools like Google Calendar. Understanding how to effectively use a ticket system to manage customer service requests is also crucial.

Working as a Technical Support Representative at Wing offers numerous benefits including performance incentives, job security, and a supportive team culture. Employees benefit from paid training, opportunities for upskilling, and a fully remote work environment. The company also emphasizes career growth, fun work environments, and holiday and overtime pay, making it an attractive place to build a career.

As a Technical Support Representative at Wing, you can expect to work US hours, averaging between 20 to 40 hours per week. This flexibility makes it easier to balance personal and professional commitments while providing support to our customers.

When answering this question, focus on specific technical issues you've encountered, the steps you took to troubleshoot them, and the outcomes. Sharing a concise story about a challenging issue can illustrate your problem-solving skills and technical knowledge.

It's important to convey your methods for managing stress and maintaining clarity in communication. Provide examples of past experiences where you remained calm and collected, ensured the customer felt understood, and how you resolved their issues effectively.

Discuss the specific tools and technologies you have used in your previous positions, such as ticketing systems or CRMs. Explain how these tools helped you streamline processes and improve customer interactions.

When addressing this question, highlight your organizational skills and methods for managing time effectively. Discuss how you assess the urgency of each request and explain your approach to handling them efficiently without compromising service quality.

It's vital to emphasize your resourcefulness and willingness to seek out information. Explain your process for researching or consulting colleagues while reassuring the customer that their issue is being handled with care.

Describe how you see negative feedback as an opportunity for growth. Share your approach to listening carefully, empathizing with the customer’s viewpoint, and taking actionable steps to rectify the situation.

Be sure to detail your familiarity with specific CRM systems you've used, the context in which you used them, and the benefits they provided for managing customer interactions and data.

Demonstrate your proactive mindset by suggesting specific improvements based on your experiences and observations. This could include tools, training methods, or new procedures that could enhance customer satisfaction.

Share your strategies for continuous learning, such as following industry publications, attending webinars, or participating in professional forums. Highlight your commitment to staying informed and enhancing your skills.

Craft a genuine response that aligns your professional goals with Wing's mission and values. Share what specifically drew you to the company and how your skills can contribute to its success.