To provide high-quality technical support to clients and internal teams, efficiently managing operations related to product installation and maintenance while improving operational processes.
Key Responsibilities:
Technical Support and Customer Service:
Provide technical assistance through multiple channels (phone, chat, email).
Act as an advocate for the client, managing issue resolution and ensuring customer satisfaction.
Thoroughly understand product functionality and offer support for inquiries.
Documentation and Reporting:
Prepare weekly reports for supervisors and directors, maintaining accurate records of client interactions in the ticketing system.
Create custom reports for clients and develop templates as new data becomes available.
Installation Management:
Handle installation quotes and coordinate appointments with providers.
Monitor equipment delivery and ensure related documentation is updated.
Vendor Coordination:
Collaborate with equipment vendors for necessary updates and configurations.
Maintain updated records of shipments and billing management.
Training and Development:
Train lower-level employees and serve as a knowledge resource on new products and processes.
Provide training to clients on the implementation and use of new systems.
Process Improvement:
Identify opportunities to improve operational processes and internal/external documentation.
Be proactive in seeking solutions and optimizing procedures.
Technical Skills:
Possess intermediate Excel skills, with a willingness to learn advanced techniques (Pivot Tables, Macros, etc.).
Perform basic camera setups and offer technical support for software applications and devices.
Other Duties:
Assume other assigned responsibilities as needed to support overall operations.
Required Competencies:
Excellent communication and customer service skills.
Ability to work in a dynamic environment and handle multiple tasks.
Solid technical knowledge and willingness to learn new technologies.
Organizational skills and attention to detail.
Recuerda que ningún reclutador puede pedirte dinero a cambio de una entrevista o un puesto. Asimismo, evita realizar pagos o compartir información financiera con las empresas.