Вакансія Technical Support Specialist

Skills

• Salesforce

Опис вакансії

Necessary skills and qualifications

• An upper-intermediate level of English
• Minimum 1 year of prior experience in customer service
• Proven work experience as a Support Representative will be a plus
• Excellent communication and problem-solving skills
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (e.g., Salesforce)
• Ability to provide step-by-step technical help, both written and verbal
• Multitasking skills
• Ability to work well under pressure

Responsibilities

• Research and identify solutions to software and hardware issues using provided tools
• Ask customers pointed questions to understand the root of the problem quickly
• Talk clients through a series of actions via phone until they solve an issue
• Properly escalate unresolved issues to appropriate internal teams (e.g., Tier 2, manager, etc.)
• Provide prompt and accurate feedback to customers and log cases in Salesforce
• Refer to the internal knowledge base, logs, and external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Respond to customer queries promptly
• Analyze and report product malfunctions (for example, by testing different scenarios or imitating users’ behavior)
• Update our internal knowledge base with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Gather customer feedback and document it using company tools
• Follow a fixed work schedule: Monday, Tuesday, Friday, Saturday, and Sunday (Wednesday and Thursday are days off), 9 hours per day (1 hour break included) 11:00 - 20:00