Android Developer
Job Description :
We are seeking a highly skilled and customer-oriented Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing exceptional technical assistance and support to our customers. Your primary focus will be to troubleshoot and resolve technical issues, assist customers with product inquiries, and ensure overall customer satisfaction. The ideal candidate should possess a strong technical background, excellent problem-solving skills, and a passion for delivering outstanding customer service.
Job Responsibilities :
- Provide first-level technical support to customers via various channels, including phone, email, and chat.
- Diagnose and resolve software, hardware, and network-related issues reported by customers.
- Walk customers through troubleshooting processes to identify and isolate problems effectively.
- Document and track customer issues in a ticketing system, ensuring timely resolution and follow-up.
- Escalate complex technical issues to the appropriate teams or senior technical staff for further investigation and resolution.
- Collaborate with cross-functional teams to address customer concerns and provide feedback on product improvements.
- Proactively identify and communicate potential issues to the development and quality assurance teams.
- Stay up-to-date with the latest product developments, features, and technical knowledge to better assist customers.
- Maintain a high level of professionalism, empathy, and patience while interacting with customers..
- Strive to achieve and maintain high customer satisfaction ratings and meet established service-level agreements (SLAs).
Job Requirement :
- Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
- Proven work experience as a Technical Support Specialist or similar role.
- Strong knowledge of computer systems, software applications, and networking principles.
- Familiarity with operating systems (Windows, macOS, Linux) and common productivity software.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical customers.
- Exceptional problem-solving and analytical skills, with keen attention to detail.
- Ability to work independently and as part of a team, with a strong sense of responsibility and ownership.
- Customer-centric attitude with a focus on delivering a positive customer experience.
- Prior experience with ticketing systems and customer support software is a plus.
- Willingness to work flexible hours, including weekends and occasional on-call support, if required.