Key Responsibilities:
- Customer Assistance: Provide prompt and courteous assistance to customers via phone or email. Address inquiries related to product functionalities, troubleshooting, and technical specifications.
- Troubleshooting: Diagnose and resolve technical issues reported by customers. Utilize troubleshooting techniques, product knowledge, and available resources to identify and implement effective solutions.
- Product Knowledge: Maintain a comprehensive understanding of company products, including hardware, software, and associated services. Stay updated on product updates, enhancements, and new features.
- Documentation: Create and maintain detailed documentation, including FAQs, troubleshooting guides, and knowledge base articles. Ensure information is accurate, accessible, and up-to-date for both customers and internal teams.
- Remote Assistance: Utilize remote access tools to provide real-time support and assistance to customers. Guide users through troubleshooting steps and configuration processes remotely.
- Lab Testing: Perform testing and evaluation of products in lab environments to establish suitable build specifications to meet customer's specifications, validate solutions, and identify potential areas for improvement. Document test results and provide feedback to relevant teams.
- Escalation Management: Escalate complex technical issues to higher-level support or engineering teams as needed. Follow established escalation procedures to ensure timely resolution and customer satisfaction.
- Customer Feedback: Gather and analyze customer feedback to identify recurring issues, trends, and areas for improvement. Collaborate with cross-functional teams to implement proactive measures and enhance the overall customer experience.
- Quality Assurance: Adhere to established quality standards and procedures in all interactions with customers. Maintain a high level of professionalism, accuracy, and efficiency in delivering technical support services.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)