Product Support Technician

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.