Technical Support || Voice Process

Key Responsibilities:

• Provide technical assistance to customers via inbound and outbound voice calls.
• Troubleshoot and resolve technical issues related to hardware, software, or services, offering solutions to customers.
• Guide customers step-by-step through troubleshooting procedures and explain technical concepts in simple terms.
• Maintain a high level of professionalism while managing customer concerns and providing timely resolutions.
• Document customer interactions, technical issues, and solutions in the CRM system.
• Escalate unresolved issues to senior technical teams or subject matter experts when necessary.
• Follow up with customers to ensure the issues are fully resolved and offer additional assistance if needed.
• Provide feedback and suggestions for product improvements or service issues based on customer interactions.
• Ensure compliance with company policies, technical support procedures, and service level agreements (SLAs).
• Stay updated on new products, technologies, and troubleshooting techniques to provide accurate support.