- Professional
- Bureau à Atlanta
As a Customer Support Technician II, you will play a key role in ensuring a positive customer experience by providing advanced technical support and resolving complex issues. This position requires a deep understanding of the company's products or services, excellent problem-solving skills, and the ability to communicate technical information in a clear and concise manner. The Customer Support Technician II will also mentor and assist junior support technicians, contribute to knowledge base documentation, and collaborate with other departments to enhance overall customer satisfaction.
*This is a hybrid role (2-3x per week) in our Atlanta, GA office (115 Perimeter Center Place, Atlanta, GA 30346).
Job Duties:
Technical Support:Provide technical support to customers via various channels, including phone, email, and chat.
Troubleshoot and resolve technical issues related to the company's products or services.
Collaborate with other teams to address and resolve customer problems effectively.
Documentation and Knowledge Sharing:
Contribute to the creation and maintenance of a comprehensive knowledge base.
Document common issues, resolutions, and best practices for internal and external use.
Share insights and findings with the team to enhance overall technical support capabilities.
Customer Communication:
Communicate technical information in a clear and understandable manner to non-technical customers.
Ensure timely and accurate updates to customers regarding the status of their technical issues.
Identify and address customer concerns, ensuring a positive customer experience.
Continuous Improvement:
Proactively identify opportunities to improve processes and enhance the overall customer support experience.
Collaborate with other departments, including product development and quality assurance, to provide feedback and contribute to product improvement.
Skills and Qualifications:
- 2-4 years of relevant experience in technical support or related field, with a focus on troubleshooting and problems-solving.
- Experience in a SaaS environment preferred
Bachelor's degree in a relevant field or equivalent work experience.
Proficient in using support tools and software.
Acquire deep understanding of the company's products or services.
Knowledge of relevant technologies, platforms, and systems.
Excellent written and verbal communication skills.
Ability to convey technical information to non-technical customers.
Strong interpersonal skills and the ability to work collaboratively.
