4 Technical Issues jobs in the United States
Senior Customer Support Specialist - Technical Issues
95811 Sacramento, California
$55000 Annually
WhatJobs
Posted 6 days ago
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Job Description
Our client is looking for a highly skilled and empathetic Senior Customer Support Specialist to handle complex technical issues. This role involves providing exceptional assistance to customers, troubleshooting a wide range of product-related problems, and ensuring customer satisfaction. You will be the primary point of contact for escalated customer inquiries, requiring in-depth knowledge of our client's products and services. Responsibilities include diagnosing and resolving technical software and hardware issues, guiding customers through product functionalities, and documenting all interactions meticulously. You will also be expected to train and mentor junior support staff, contribute to the development of support knowledge bases, and collaborate with engineering teams to identify and resolve recurring issues. A key aspect of this role is to proactively identify trends in customer support requests and provide feedback to product development teams for continuous improvement. The ideal candidate possesses outstanding communication, active listening, and problem-solving skills. A strong technical aptitude and the ability to explain complex concepts in a clear and concise manner are essential. Experience with CRM software and ticketing systems is required. This position requires a dedicated professional who is passionate about customer advocacy and committed to delivering outstanding service. You will be an integral part of a team focused on maintaining high customer satisfaction ratings and building lasting customer relationships. The ability to remain calm and professional under pressure is crucial. This role is based in Sacramento, California, US and offers a hybrid work model.
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0
Senior Customer Support Specialist - Technical Issues
48201 Detroit, Michigan
$65000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Senior Customer Support Specialist to join their team in **Detroit, Michigan, US**. This role is essential for providing expert-level technical assistance and resolving complex customer inquiries related to our product suite. You will act as a point of escalation for challenging issues, ensuring swift and effective resolutions that maintain high levels of customer satisfaction. The Senior Customer Support Specialist will be responsible for diagnosing technical problems, guiding customers through troubleshooting steps, and documenting solutions for future reference.
Key responsibilities include investigating and analyzing customer issues, identifying root causes, and collaborating with engineering and product teams to implement fixes. You will also contribute to the development of knowledge base articles, FAQs, and training materials to empower both customers and junior support staff. The ideal candidate will possess exceptional technical aptitude, strong problem-solving skills, and a deep understanding of customer support best practices. Excellent communication and empathy are crucial for interacting with customers during potentially frustrating situations. This position requires a proactive approach to identifying recurring issues and suggesting product or process improvements. A Bachelor's degree in a related field or equivalent experience, along with substantial customer support experience, is required.
Qualifications:
Key responsibilities include investigating and analyzing customer issues, identifying root causes, and collaborating with engineering and product teams to implement fixes. You will also contribute to the development of knowledge base articles, FAQs, and training materials to empower both customers and junior support staff. The ideal candidate will possess exceptional technical aptitude, strong problem-solving skills, and a deep understanding of customer support best practices. Excellent communication and empathy are crucial for interacting with customers during potentially frustrating situations. This position requires a proactive approach to identifying recurring issues and suggesting product or process improvements. A Bachelor's degree in a related field or equivalent experience, along with substantial customer support experience, is required.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in a technical customer support role, with proven experience handling complex issues.
- Strong troubleshooting and problem-solving abilities for software or hardware products.
- Excellent communication, listening, and interpersonal skills.
- Ability to explain technical concepts clearly to non-technical users.
- Experience with CRM software and ticketing systems (e.g., Zendesk, ServiceNow).
- Familiarity with knowledge base management and content creation.
- Ability to work effectively both independently and as part of a team.
- Proactive attitude towards identifying and resolving issues.
- Must be authorized to work in the US.
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1
Senior Customer Support Specialist, Technical Issues
33145 Riverview, Florida
$65000 Annually
WhatJobs
Posted 11 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology company, is seeking a dedicated Senior Customer Support Specialist to manage complex technical inquiries. This is a fully remote, customer-centric role, enabling you to provide exceptional service from the comfort of your home. You will be the primary point of contact for customers experiencing technical difficulties with our client's software products, ensuring timely and effective resolution. This position requires a deep understanding of technical troubleshooting, excellent communication skills, and a passion for customer satisfaction.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, addressing complex software and hardware issues.
- Troubleshoot, diagnose, and resolve customer problems efficiently and effectively, escalating issues to higher technical teams when necessary.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides for both internal use and customer self-service.
- Identify recurring technical issues and provide feedback to the product development team for potential improvements.
- Train and mentor junior support staff on technical procedures and best practices.
- Proactively communicate with customers regarding the status of their support requests and provide regular updates.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
- Gather customer feedback to identify areas for service improvement and product enhancement.
- Stay current with product updates, new features, and relevant industry technologies.
- High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
- Minimum of 4 years of experience in technical customer support or a similar role.
- Strong understanding of operating systems (Windows, macOS, Linux), network protocols, and common software applications.
- Proven ability to troubleshoot and resolve complex technical issues in a fast-paced environment.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Proficiency in using helpdesk software and CRM systems.
- Demonstrated customer-centric approach and strong problem-solving skills.
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- Adept at collaborating with cross-functional teams, including engineering and product management.
- A positive attitude and a commitment to delivering exceptional customer experiences.
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2
Remote Customer Support Specialist - Technical Issues
55402 Minneapolis, Minnesota
$48000 Annually
WhatJobs
Posted 18 days ago
Job Viewed
Job Description
Our client is seeking highly motivated and technically adept Customer Support Specialists to join their fully remote team. This role is critical in ensuring our customers receive exceptional assistance with their technical inquiries and product issues. As a Remote Customer Support Specialist, you will be the first point of contact for customers via phone, email, and chat, diagnosing and resolving a wide range of technical problems. You will need to possess excellent communication skills, a patient demeanor, and a passion for helping others. Responsibilities include accurately documenting customer interactions, troubleshooting software and hardware issues, guiding users through product features, and escalating complex problems to senior support engineers when necessary. The ideal candidate will have previous experience in a customer service or technical support role, with a strong understanding of common IT issues and troubleshooting techniques. Proficiency with CRM software and ticketing systems is essential. This position is entirely remote, requiring a dedicated home office setup with reliable high-speed internet. You must be a self-starter, capable of managing your time effectively and working independently while maintaining high standards of performance and customer satisfaction. This fully remote role offers the flexibility to work from anywhere, contributing to a globally distributed team dedicated to delivering outstanding customer experiences. Your ability to empathize, solve problems efficiently, and communicate technical solutions clearly will be key to success in this dynamic, remote environment.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and provide technical support via multiple channels.
- Diagnose and resolve hardware, software, and network issues.
- Guide customers through product setup, usage, and troubleshooting steps.
- Document all customer interactions and resolutions in the CRM system.
- Escalate complex issues to higher-level support or relevant departments.
- Identify trends in customer issues and provide feedback to product teams.
- Maintain a high level of customer satisfaction.
- Adhere to company policies and service level agreements (SLAs).
- Continuously update knowledge base and product information.
- Collaborate with team members to share best practices.
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