Customer Service Representative (Technical Support)

Description

Summary: A Customer Service Representative (Technical Support) provides technical assistance, resolves issues, and ensures high customer satisfaction through various communication channels. Highlights: 1. Provide technical assistance and resolve customer issues effectively 2. Communicate with customers via phone, email, live chat, or digital channels 3. Ensure high level of customer satisfaction through technical support **Job Summary:** A Customer Service Representative (Technical Support) assists customers by providing technical assistance and resolving issues related to the company's products, services, or software. The role involves troubleshooting technical problems, guiding customers through step\-by\-step solutions, documenting interactions, and ensuring a high level of customer satisfaction. Representatives communicate with customers via phone, email, live chat, or other digital channels while maintaining professionalism and efficiency. **Key Responsibilities:** * Respond to customer inquiries regarding technical issues through phone, email, chat, or ticketing systems. * Diagnose and troubleshoot hardware, software, network, and application\-related problems. * Provide clear, step\-by\-step instructions to help customers resolve technical issues. * Escalate complex or unresolved issues to higher\-level technical support teams when necessary. * Accurately document customer interactions, technical issues, and resolutions in the CRM or help desk system. * Follow established troubleshooting procedures, service standards, and company policies. * Monitor support tickets to ensure timely resolution and follow\-up with customers. * Educate customers on product features, system functionality, and best practices. * Maintain up\-to\-date knowledge of company products, services, and technical updates. * Meet key performance indicators (KPIs) such as customer satisfaction, first\-contact resolution, response time, and productivity targets. **Qualifications:** * High school diploma or equivalent; an associate's or bachelor's degree in Information Technology, Computer Science, or a related field is an advantage. * Previous experience in customer service, technical support, call center, or help desk roles is preferred. * Basic understanding of computer systems, operating systems, networking, and common software applications. * Strong troubleshooting and analytical skills. * Excellent verbal and written communication skills. * Strong customer service orientation with patience and empathy. * Ability to multitask and work efficiently in a fast\-paced environment. * Proficiency in Microsoft Office and CRM/help desk software. * Willingness to work flexible shifts, including evenings, weekends, and public holidays if required. **Preferred Skills:** * Experience supporting Windows, macOS, Android, or iOS devices. * Familiarity with remote desktop tools and ticket management systems. * Knowledge of cloud\-based applications, Microsoft 365, or Google Workspace. * Ability to quickly learn new technologies and adapt to changing processes. Pay: QAR43,000\.00 \- QAR52,000\.00 per year Work Location: In person