Job Description:
- Provide technical support to internal and external users via various channels (email, phone, chat,etc.), including to troubleshoot technical issues, provide prompt solutions, and ensure a positive customer experience
- Manage the technical support service requests and incident reports and quickly respond to emergency cases.
- Collaborate with product and development team together to quickly resolve users’ issues and ensure satisfaction toward the support experience
- Monitor and analyse the operational data, providing maintenance and support as necessary to ensure that the business operations and service offerings are working properly
- Assist in training new users and team members on product features, best practices, and troubleshooting techniques
- Maintain comprehensive and accurate records of customer interactions, technical solutions, and reported issues in our ticketing systems
- Develop a deep understanding of CFX products and services to address users inquiries and provide insightful guidance effectively
Requirements:
- A bachelor’s degree in Computer Science, Engineering, Information Technology, or a related field is preferred. Equivalent work experience will also be considered.
- 3+ years of experience technical operations/ customer support engineers or similar roles
- Demonstrating exceptional communication, empathy, and patience in handling customer inquiries and concerns, including the ability to convey technical information to non-technical customers clearly and concisely
- Strong analytical and troubleshooting abilities to identify and resolve technical issues quickly and effectively.