Responsibilities:
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Respond promptly and professionally to customer inquiries, providing technical support via various channels such as phone, email, and chat.
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Clearly communicate technical solutions to non-technical users, ensuring a thorough understanding of the resolution.
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Diagnose and analyze technical issues reported by customers, employing problem-solving skills to identify root causes and develop effective solutions.
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Collaborate with cross-functional teams to escalate and resolve complex technical issues.
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Develop and maintain a deep understanding of the company’s products, features, and technologies to offer comprehensive support.
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Stay updated on product updates and enhancements, ensuring accurate and up-to-date assistance.
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Create and update technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.
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Document customer interactions and resolutions for future reference and continuous improvement.
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Proactively identify recurring issues and work with the development team to implement permanent solutions.
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Collaborate with internal teams, including product development, sales, and quality assurance, to ensure a seamless customer experience.
Skills Required:
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Bachelor’s degree in a relevant technical field (e.g., Computer Science, Engineering) or equivalent practical experience.
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Proven experience in technical support or a related fiel
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Exceptional problem-solving abilities and technical troubleshooting skills.
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Excellent communication and interpersonal skills, with the ability to interact with customers, team members, and stakeholders at all levels.
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Strong knowledge of SQL and RDBMS concepts.
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Knowledge of how the Internet works (HTTP and DNS).
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Programming knowledge and experience (Python or Java preferable).
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Knowledge of REST API and related tools.
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Exposure to centralised monitoring tools like Kibana Expert in Project and issue tracking tools like Jira and Zendesk.
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Customer focus acts with the customer in mind, anticipates future needs and is dedicated to providing superior service.
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Problem-solving ability, creativity to “think outside the box”, proven track record in proposing and implementing new solutions for customers.