As a Technical Support Specialist, you'll be at the heart of our mission, providing top-tier technical assistance and excellent customer support. This role is perfect for tech enthusiasts who thrive in fast-paced environments and are eager to make a real impact. You'll not only be solving technical challenges but also shaping the future of customer engagement through your insights and expertise.
Responsibilities
* Deliver exceptional technical support via Phone, Email, WebChat, and WhatsApp, ensuring every client feels valued and understood.
* Become an expert in our products, from integrations to the intricacies of our bespoke omnichannel CRM platform.
* Stay current with Daktela’s product updates and support best practices to provide top-tier technical assistance.
* Use your technical know-how and problem-solving skills to troubleshoot and provide innovative solutions.
* Handle customer queries professionally, ensuring technical issues are resolved efficiently to maintain high customer satisfaction.
* Proactively suggest and implement improvements in support processes to enhance service efficiency and customer satisfaction.
* Collaborate with our internal customer and engineering teams to solve pain points and troubleshoot technical issues related to our product.
* Contribute to a culture of continuous improvement, where your ideas for enhancing customer experience and operational efficiency are always welcome.
Qualifications
* Has experience in a technical environment, with a solid foundation in IT, telephony, or similar technical fields.
* Is an excellent communicator, equally adept at conveying complex ideas in writing and in conversation.
* Thrives on thinking outside the box and is not afraid to challenge the status quo.
* Holds a valid driving licence and is within a reasonable commuting distance to our Chester office.
* Experience in troubleshooting network issues, configuring routers, and understanding firewalls.
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