Job Summary:

The Product Support Personnel will be responsible for providing exceptional technical support and assistance to customers in relation to our products. This role involves troubleshooting product issues, answering inquiries, and ensuring high levels of customer satisfaction.

Key Responsibilities

Customer Support

Serve as the first point of contact for customers seeking assistance with product functionalities, troubleshooting, and usage.

Issue Resolution

 Diagnose and resolve product-related issues via various channels, including phone, email, and live chat.

Documentation

Maintain accurate records of customer interactions, support requests, and resolutions in the company’s CRM system.

Product Knowledge

Develop a deep understanding of the company’s products and services to effectively communicate features and benefits to customers.

Feedback Gathering

 Collect and analyze customer feedback to identify recurring issues and opportunities for product improvement.

Training

 Assist in creating and delivering training materials or sessions for customers and internal teams to improve product understanding.

collaboration

 Work closely with product development, engineering, and sales teams to relay customer feedback and assist in the resolution of complex issues.

Continuous Improvement

Stay updated with product changes and new features to provide accurate information and improve the support process.

- **Performance Metrics**: Meet or exceed performance targets such as response times, customer satisfaction scores, and resolution times.

Required Skills and Qualifications:

Education

Bachelor’s degree in a related field or relevant experience in technical support or customer service Technical Aptitude

Strong understanding of the specific industry and technologies related to the products supported.

Communication Skills

 Excellent verbal and written communication skills with a customer-focused approach.

Problem-Solving Skills

 Strong analytical and troubleshooting skills, with the ability to think critically under pressure.

Team Player

 Ability to work collaboratively with cross-functional teams.

Customer Orientation**: A genuine desire to help customers and a commitment to ensuring a positive experience.

Preferred Qualifications:

Experience in a product support or technical support role.

Familiarity with customer relationship management (CRM) software.

Understanding of industry trends and competitive landscape.

 Work Environment:

This position may require working in a fast-paced environment and could involve irregular hours to meet customer needs.