Customer Support Representative

We are seeking a skilled Technical Support Specialist to join our team, responsible for troubleshooting, identifying, and resolving software-related issues. The successful candidate will assist clients by providing timely and accurate responses, identifying solutions, and ensuring efficient issue resolution. This role requires excellent communication skills, attention to detail, and a problem-solving mindset to ensure a seamless client experience. Key Responsibilities: Research and identify solutions to software issues, using internal and external resources. Engage with customers to understand and assess the root cause of issues through targeted questions. Track and manage issue resolution processes, ensuring timelines and agreed-upon limits are met. Follow standard protocols for escalation of unresolved issues to the appropriate internal teams, such as the product team. Guide clients through troubleshooting steps via phone, email, or chat to resolve technical issues effectively. Escalate complex issues to specialized teams when necessary and coordinate for resolution. Provide accurate feedback and technical solutions to clients promptly. Accurately document all issues and interactions, maintaining logs and records as required. Prioritize and manage multiple open issues, balancing workload efficiently. Conduct follow-up communications with clients to confirm their systems are fully functional post-troubleshooting. Prepare and submit timely, accurate reports on support activities. Document technical knowledge and best practices in manuals and notes for future reference. Maintain positive, professional relationships with clients, ensuring high customer satisfaction. Qualifications: Proven experience as a Technical Support Specialist or in a similar customer support role. Strong problem-solving skills and familiarity with various diagnostic techniques. Excellent communication skills and ability to guide clients through technical steps clearly. Ability to manage time and prioritize tasks effectively, particularly under tight deadlines. Experience with escalation protocols and understanding of product team collaboration. Skilled in using support software and logging systems for tracking customer issues. Preferred: Background in software, IT, or a related technical field. Ability to adapt to changing technology and continually improve technical knowledge.