Product Support Technician

3 weeks ago

Swindon, United Kingdom Best Selection Full time

Product Support Technician

Our consumer electronics products manufacturing client is seeking a Product Support Technician. The ideal candidate will have a background in IT support, excellent communication skills, and a passion for assisting customers. The role involves providing technical assistance to customers, resolving issues promptly, and ensuring a positive customer experience.

Key Responsibilities:

  • Provide technical support to customers via various channels, including face-to-face interactions, phone calls, and online communication platforms.
  • Utilise CRM systems for case logging, tracking, and resolution.
  • Conduct product training sessions for customers to enhance their understanding and proficiency in using our software.
  • Perform software testing to identify bugs, glitches, and potential improvements before product release.
  • Troubleshoot hardware and software issues, diagnose problems, and implement effective solutions.
  • Guide customers through the resolution process, ensuring clear communication and understanding.
  • Document all customer interactions, technical issues, and resolutions accurately and comprehensively within the CRM system.
  • Collaborate with other team members to escalate complex issues and ensure timely resolution.
  • Maintain a high level of professionalism and customer service at all times.
  • Keep up-to-date with product knowledge, technology trends, and best practices in customer support.
  • Assist in creating and updating support documentation, manuals, and knowledge base articles.

Requirements:

  • Proven experience in IT support or a related field.
  • Strong technical aptitude with expertise in Windows operating systems.
  • Experience using CRM systems for case logging and management.
  • Excellent communication skills, both verbal and written.
  • Ability to interact confidently and effectively with customers of all technical levels.
  • Demonstrated patience, empathy, and professionalism when dealing with customers.
  • Ability to troubleshoot and resolve technical issues independently.
  • Experience in documenting technical processes and procedures.

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