Technical Support Specialist

Egypt

Requirements and responsibilities

Description

A Sharegate Technical Support Specialist plays a crucial role in providing assistance and guidance to Customers and Partners who are experiencing technical issues with products or services. They are responsible for troubleshooting problems, identifying bugs, answering inquiries, and resolving issues in a timely / efficient manner. The Technical Support Specialist must have a strong understanding of the products or services they are supporting, as well as a customer centric mindset, excellent communication and problem-solving skills.

Main Responsibilities

Provide technical assistance: Technical Support Specialist are responsible for assisting customers with technical issues, including troubleshooting, problem resolution, and maintenance such as software installation, hardware malfunctions, and network connectivity problems. They must be a ble to diagnose issues accurately and provide solutions in a clear and concise manner.
Respond to customer inquiries: Technical Support Specialist must respond to customer inquiries via video conferences, phone, email, or chat in a professional and timely manner.
They must be a ble to address customer concerns effectively and provide accurate information to help resolve issues.
Document and track customer interactions: Technical Support Specialist are responsible for documenting all customer interactions, including the nature of the issue, the steps taken to resolve it, and any follow-up actions required. They must also track customer inquiries and resolutions to ensure that all issues are addressed promptly.
Collaborate with other teams: Technical Support Specialist often need to collaborate with other teams, such as product development or engineering, to resolve complex technical issues. They must be able to communicate effectively with team members and provide detailed information to help facilitate prolem-solving.
Stay up-to-date on product knowledge: Technical Support Specialist must stay informed about product updates, new features, and troubleshooting techniques to provide accurate and up-to-date information to customers.
Provides actionable tips to our customers to solve any similar requests in the future. Provides recommendations and best practices while considering their unique business needs.
Guides clients towards issue resolution to the best of their knowledge when it has been identified that the source of the issue is not our products.
Manages clients' requests in Intercom and over out bound video meetings while maintaining quality and addressing the volume.
Assumes a collaborative role in carrying out technical initiatives or projects via the acquired working knowledge and skills to perform these tasks.
Helps identify clients that are at risk of churn and clients that present opportunities for expansion and escalates to the Sales team.
Provides the Product teams with relevant feedback to improve the customer’s product experience.

Skills and Knowledge