Customer Support Technician

3 weeks ago


Swindon, United Kingdom Best Selection Full time

Position: Customer Support Technician

Our consumer electronics industry client is seeking an experienced Customer Support Technician.

. The ideal candidate will have a strong 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.

* Utilize CRM systems, specifically Salesforce, 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, particularly Salesforce, 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.

* Flexibility to work in a dynamic and fast-paced environment

Desirable Experience

* Prior experience conducting product training sessions for staff or customers is preferred.

* Familiarity with software testing methodologies and tools.

* Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional



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