Description

You will own the technical support lifecycle for clients in Dallas, TX, handling inquiries via telephone and email while ensuring strict adherence to SLAs.

Responsibilities

• Diagnose and resolve client issues through step-by-step troubleshooting on calls and emails.
• Document user identification, problem details, and resolution steps in the tracking software.
• Update internal knowledge bases and self-help documentation to reduce resolution times.
• Analyze call logs to identify recurring trends and escalate critical issues to leadership.
• Guide users through product menus and feature navigation to ensure successful outcomes.

Required Skills

• 5+ years of experience in client support or technical troubleshooting roles.
• Proven ability in technical diagnosis and issue resolution.
• Experience managing transactions and workflows according to defined quality standards.
• Strong documentation skills for queries, problem-solving steps, and resolution outcomes.
• Effective oral and written communication skills for direct client interaction.
• Ability to navigate product features and guide users through complex menus.
• Any Graduate degree.

Preferred Skills

• Experience with CRM or ticketing systems for tracking support interactions.

Key Skills

Education

Any Graduate