Product Support Professional

2 semanas atrás

Rio de Janeiro, Rio de Janeiro, Brasil beBeeCustomer Tempo inteiro R$67.368 - R$84.196
Job Title

Technical Service Specialist

At our organization, we're looking for a Technical Service Specialist to provide effective technical support and actively resolve client issues directly or through timely escalation. The successful candidate will ensure process SLAs are met.

Responsibilities:

  • Manage transactions according to required quality standards, supporting the process efficiently.
  • Document end-user identification information, including name, department, contact information, and problem nature.
  • Update own availability in the system to maintain productivity.
  • Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
  • Follow standard processes and procedures to resolve all client queries effectively.
  • Resolve client queries as per defined SLAs in contracts.
  • Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in problem resolution.
  • Identify and learn product details to facilitate better client interaction and troubleshooting.
  • Document and analyze call logs to spot trends and prevent future problems.
  • Maintain and update self-help documents for customers to speed up resolution time.
  • Escalate serious client issues to Team leaders in cases of untimely resolution.
  • Comply with service agreements to avoid legal challenges.
  • Deliver excellent customer service through effective diagnosis and troubleshooting.
  • Provide product support and resolution by performing question diagnosis and guiding users through step-by-step solutions.
  • Assist clients in navigating product menus and facilitating better understanding of product features.
  • Troubleshoot client queries in a user-friendly, courteous, and professional manner.
  • Maintain logs and records of all customer queries as per standard procedures.
  • Offer alternative solutions to clients where appropriate, with the objective of retaining business.
  • Organize ideas and communicate oral messages appropriately.
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract/SLAs.
  • Build capability to ensure operational excellence and maintain superior customer service levels.
  • Participate in product trainings to stay current with features, changes, and updates.

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