JOB SUMMARY:

We are seeking a dedicated and professional Technical Support Specialist to join our support team. In this role, you will be responsible for assisting customers and installers with all technical issues and queries, delivering exceptional support and guidance. You will serve as a key point of contact for diagnosing problems, resolving technical challenges, and ensuring customer satisfaction through prompt and effective communication.

SKILLS & QUALIFICATIONS:

• Proven experience in a technical support or customer service role, ideally in a tech or software-related industry.
• Strong understanding of technical troubleshooting methods and diagnostic tools.
• Excellent verbal and written communication skills, with a customer-focused attitude.
• Ability to remain calm under pressure and manage multiple issues simultaneously.
• Familiarity with support ticketing systems and CRM tools is an advantage.
• Experience working directly with software or hardware products is desirable.
• Ability to work independently and as part of a collaborative team environment.

• Provide first-line technical support to customers, addressing and resolving technical issues in a professional and timely manner.
• Answer and troubleshoot calls received via the technical support phone line, guiding customers through diagnostics and solutions.
• Monitor and respond to incoming technical support emails and service tickets, ensuring all queries are handled efficiently and accurately.
• Act as an escalation point for more complex or advanced technical enquiries, providing expert-level support and resolution.
• Liaise directly with installers and customers to troubleshoot and resolve software errors and issues encountered onsite.
• Maintain clear records of customer interactions, problems, and actions taken in support platforms or CRM systems.
• Collaborate with internal teams, including product development and engineering, to ensure timely resolution of recurring or critical issues.
• Continuously improve support processes and knowledge base documentation to enhance service quality.