Customer Service and Technical Support Representative

• Diagnose and resolve technical issues • Assist customers with software configurations, installations, updates, and troubleshooting • Guide customers through setup processes • Escalate complex issues to senior technicians or engineering teams as needed, ensuring timely resolution • Maintain accurate records of customer interactions and solutions provided using internal systems • Continuously update knowledge base and stay informed about new products, updates, and support policies • Educate customers on product features, functionalities, and best practices for optimal use

• Answers incoming calls from customers to assist with their complaints and concerns. • Responsible for responding to customer inquiries, providing information about the product and services. • Data entry and research as required to troubleshoot customer issues. • Managing database records and drafting status report on customers’ accounts. • Provides excellent customer service skills and builds positive relationships with customers. • Elevate customer concerns to managers or supervisors as needed. • Ensure that customers are satisfied with the product.