Technical Support Representative (Permanent WFH)

Job Description

Position Summary The Technical Support Specialist is responsible for delivering excellent customer service while managing the efficient resolution of day-to-day technical issues raised by customers from around the globe. This role involves handling customer inquiries, guiding customers through troubleshooting steps, maintaining documentation, and coordinating machine repairs and replacements. Additionally, the specialist is responsible for maintaining the organization and efficiency of our ticketing environment, making sure that issues are properly catalogued and escalated when needed to ensure support operations are running smoothly. The role requires the ability to work seamlessly with external customers, internal team members, and third-party distributors/partners to achieve a common goal. Key Responsibilities • Provide excellent phone, email, chat, and ticket-orientated technical support for a diverse range of customers by gathering information, setting expectations, and providing appropriate resolutions. • Use HubSpot to accurately log calls, tickets and chats while clearly addressing customer feedback or escalations. • Take end-to-end ownership of issues and provide timely workarounds or permanent solutions for our customers while ensuring closure of tickets within the required Service Level Agreements (SLA). • Identify, analyze, troubleshoot and resolve issues across the technology stack including front-end, database and back-end with a focus on continuous improvement of product and services while also reducing technical debt, operational expense and Total Cost of Ownership. • Coordinate technical repairs with regional distributors while ensuring accurate maintenance of inventory of hardware assets including finished goods and spare parts. • Summarize and document ticket-related information including resolution costs, warranty details, root cause and steps to prevent reoccurrence in all systems and platforms in a timely and clear manner. • Contribute, question and share knowledge with internal teams and external vendors for improvement of products, processes and / or technologies. • Provide input into the ongoing maintenance and improvement of customer support systems, tools, and processes. Qualifications , Experience & Skills Essential ● Experience working in a global customer service and technical support role, preferably in a fast-paced and 24x7 environment. ● Strong technical troubleshooting skills and great attention to detail. ● Demonstrated hands-on problem-solving skills with the ability to identify, analyse and resolve issues and follow it through to closure. ● A proven track record of working collaboratively with multi-disciplinary and cross-functional teams, while also addressing customer issues, requests or concerns with empathy, patience and positive attitude. Page 2 of 2 ● A sound understanding of IT Service Management / Ticket Management / Case Management tools and reporting platforms. ● Excellent written and verbal communication skills, with emphasis on customer responsiveness. ● Highly effective organizational, prioritisation, time management, documentation and reporting abilities.