Technical Customer Service Representative

Responsibilities

• Respond to customer inquiries via phone, email, or chat
• Analyze technical issues related to products or services
• Diagnose and resolve technical issues
• Provide step-by-step instructions to customers for technical support
• Escalate complex issues to higher-level support teams if necessary
• Update and maintain customer records and interactions in the company's database
• Troubleshoot technical issues reported by customers
• Collaborate with cross-functional teams to resolve technical issues
• Test and troubleshoot products or services to identify and resolve bugs or errors
• Document troubleshooting processes and solutions for future reference
• Communicate troubleshooting steps and resolutions to customers in a clear and concise manner
• Ensure timely and professional responses to customer inquiries and concerns
• Identify and address customer needs and provide appropriate solutions or recommendations
• Follow up with customers to ensure their issues have been resolved satisfactorily
• Identify opportunities to improve customer satisfaction and escalate to relevant teams for action

Qualifications

• A bachelor’s degree in Business, Engineering, or a related field with at least 2 years of experience or equivalent work experience
• Strong experience in process improvement or a related area, with a demonstrated understanding of Lean Six Sigma methodologies
• Proficiency with statistical analysis software, such as Minitab, and the ability to map and analyze workflows and processes
• Strong problem-solving and analytical skills to identify issues and develop effective solutions
• Excellent verbal and written communication skills to report findings and make recommendations
• Ability to work collaboratively in a team environment and contribute to group projects