Description:
We are looking for a support guru who thrives on providing technical guidance through many different channels of communication including messaging (live and asynchronous conversations), email, phone, video conference, forums and social media such as Twitter. You’re a great match if you possess fantastic trouble-shooting skills, are driven to help both external customers and internal colleagues, and have the ability to dive deep into a new product to learn it inside and out.
What you'll be doing
- Using your exceptional troubleshooting skills to assess, address, and follow up on customer issues, ensuring prompt resolution.
- Collaborating with cross-functional teams to determine the root cause of complex technical problems and successfully implement solutions
- Empowering end-users by guiding them to support themselves using our knowledge base
- Communicating with customers in a compassionate, responsive, and resourceful manner, ensuring a flawless customer service experience
- Replicating and documenting customer issues for further investigation and analysis
What you bring to the role
- A proven track record of at least 5 years in technical support, demonstrating your expertise in providing world-class customer service for cloud (SAAS) software products.
- Excellent organisational, written, and oral communication skills, enabling you to convey technical concepts effectively to users of all levels.
- Demonstrated capability in efficiently balancing multiple customer issues with a sense of urgency.
- A desire to continuously learn and master new technologies, as well as the ability to teach and share your knowledge with others.
- Fluent written and spoken English, allowing you to communicate seamlessly with our global customer base.