Experienced Technical Support Representative

Key Responsibilities

• B2B Customer Support: Deliver prompt and effective technical support to business clients via phone and email. Address technical issues related to software installation, operation, and performance in a B2B environment.
• Technical Problem Solving: Diagnose and resolve technical issues, offering clear guidance and ensuring solutions are effectively implemented.
• Software Operational Optimization: Actively guide business clients in optimizing the use of our software for their daily operations, enhancing efficiency and productivity.
• Software Knowledge: Maintain a thorough understanding of Vesigo Studios' software products, staying abreast of updates and new features relevant to our business clients.
• Documentation and Reporting: Accurately document interactions and issues in our CRM system. Provide feedback and reports on common challenges to the product development team.
• Feedback Loop and Product Enhancement: Collect and relay client feedback to aid in product improvement, ensuring our software meets the evolving needs of our B2B clients.
• Escalation Management: Efficiently manage the escalation of complex issues, maintaining clear communication with business clients.

Qualifications

• 1-3 years of experience in technical support, preferably in a B2B software company.
• Proficient understanding of software applications and IT infrastructure in a B2B setting.
• Excellent problem-solving, analytical, and communication skills.
• Ability to work effectively in a fast-paced, team-oriented environment.
• Familiarity with CRM systems and support ticketing tools.