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

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