Job description

Technical Support Representative is responsible for acting as a contact person between customers and the company. Assists with issues, orders, errors, account questions, billing, cancellations, and other product related queries.

Primary Responsibilities:

• Resolve customer complaints via phone, tickets, or chat.
• Greet customers warmly and ascertain problem or reason for calling.
• Assist with software issues, refunds or cancellation.
• Answer pre sales questions about software and limitations.
• Suggest solutions when a product malfunctions.
• Attempt to persuade customer to reconsider refund or cancellation.
• Inform customer of deals and promotions.
• Utilize product knowledge to handle high call volumes.
• Work with customer support manager to ensure proper customer service is being delivered.
• Close out or open tickets and call records.
• Compile reports on overall customer satisfaction.
• Respond from scripts or canned responses.
• Handle changes in policies or renewals.
• Keep updated with required information using available resources at the company.
• Regular follow ups with customers to ensure the resolution worked in a timely manner.
• Ready to handle any kind of customer with appropriate solutions for the situation.
• Need to be up to date with system applications, product changes and product updates respectively.
• Ability to work independently on rotational shifts.

Desired candidate skills:

• Should be excellent in verbal as well as written English, preferably with good usage of accents.
• Strong phone handling skills and active listening.
• Customer orientation and ability to adapt/respond to different types of customers.
• Excellent multi-tasking skills.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize and manage time effectively.
• Excellent computer knowledge, preferable with good knowledge on Microsoft Office, knowledge on different Operating Systems, remote access tools, etc.

Covid Time Rules: Strictly No Walkins. Send in your CV and we will connect with you via email or phone.

Email: hr@remosoftware.com