Technical customer service representative Job Description
Technical customer service representative Job Description Template
A technical customer service representative is responsible for providing technical support and assistance to customers who are facing issues with products or services. They must possess strong communication skills and technical expertise to resolve customer inquiries and ensure customer satisfaction.
Responsibilities:
- Provide technical support to customers via phone, email, or chat
- Troubleshoot technical issues and provide solutions
- Document and track customer inquiries and resolutions in the company's database
- Identify and escalate complex technical issues to appropriate teams
- Stay updated with new product features and technical specifications
- Provide exceptional customer service and ensure customer satisfaction
- Collaborate with other departments to resolve customer issues
- Participate in training sessions to improve technical knowledge and customer service skills
Requirements:
- Excellent communication skills - both written and verbal - in English
- Strong technical knowledge and experience with computer hardware and software
- Ability to troubleshoot and solve technical issues for customers in a timely manner
- Strong customer service skills, including empathy and patience with customers
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously
- Availability to work flexible hours, including evenings and weekends
- Experience using customer service software and tools, such as CRM and ticketing systems
- Desire to continue learning and staying up-to-date with the latest technology and software updates.
