Customer Service Representative (Technical Support)

Description

Summary: A Customer Service Representative (Technical Support) provides technical assistance for products and services, diagnosing and resolving issues to ensure a positive customer experience. Highlights: 1. Assist customers with technical issues via various communication channels 2. Troubleshoot and resolve hardware, software, network, or account problems 3. Educate customers on product features, system functionality, and best practices **Job Summary:** A Customer Service Representative (Technical Support) assists customers by providing technical assistance for products and services via phone, email, live chat, or other communication channels. The role involves diagnosing and resolving technical issues, guiding customers through troubleshooting steps, documenting support cases, and ensuring a positive customer experience. This position requires excellent communication skills, problem\-solving abilities, and a customer\-focused attitude. **Key Responsibilities:** * Respond to customer inquiries regarding technical issues in a professional and timely manner. * Troubleshoot hardware, software, network, or account\-related problems using established procedures. * Guide customers through step\-by\-step solutions to resolve technical concerns. * Escalate complex or unresolved issues to higher\-level technical support teams when necessary. * Document customer interactions, troubleshooting steps, and resolutions in the support ticketing system. * Follow up with customers to ensure issues have been fully resolved. * Educate customers on product features, system functionality, and best practices. * Meet service level agreements (SLAs), response time, and customer satisfaction targets. * Stay up to date with product knowledge, system updates, and company policies. * Collaborate with internal departments to improve customer support processes. **Qualifications:** * High school diploma or equivalent; a diploma or bachelor's degree is an advantage. * Previous experience in customer service, technical support, help desk, or call center is preferred. * Basic understanding of computer hardware, software, operating systems, and internet connectivity. * Familiarity with CRM systems and ticketing platforms is an advantage. * Strong verbal and written communication skills. * Excellent problem\-solving and analytical abilities. * Ability to multitask and work efficiently in a fast\-paced environment. * Strong customer service orientation and patience. Pay: QAR48,000\.00 \- QAR60,000\.00 per year Work Location: In person