General Purpose: The Entry-Level Support Team Member will provide first-line support to clients using our products, resolve basic technical issues, assist with product usage, and ensure client satisfaction. With training and experience, this role may expand to include Level 2 support tasks. Successful candidates will undergo vendor-provided training and certification.
Core Responsibilities: - Provide Level 1 support by addressing basic queries and resolving straightforward issues related to our software.
- Escalate complex problems to Level 2 support or relevant departments as needed.
- Ensure timely and efficient resolution of customer issues, maintaining high levels of customer satisfaction.
- Develop a strong understanding of our product suite, including updates and new features.
- Explain basic product features and functionalities to clients clearly and understandably.
- Respond to technical assistance requests
- Research questions using available information resources.
- Advise users on appropriate actions.
- Follow standard help desk procedures.
- Log all help desk interactions.
- Administer help desk software.
- Follow up with customers to ensure complete resolution of issues.
- Redirect problems to the appropriate resources.
- Identify and escalate situations requiring urgent attention.
- Track and route problems and requests, documenting resolutions.
- Stay current with system information, changes, and updates.
Qualifications: - Experience in researching, analyzing, and interpreting system problems.
- Experience in customer service practices.
- Training in troubleshooting and providing help desk support.
- Experience in customer-facing roles.
Key Skills and Competencies: - Strong oral and written communication skills.
- Ability to learn quickly.
- Customer service orientation.
- Problem analysis and solving skills.
- Effective team interaction.
- Planning and organizing skills.
- Attention to detail.
- Stress tolerance.