Customer Technical Support Representative

Technical Support

• Provide first-level technical support via email, chat, and phone.
• Diagnose and troubleshoot software, hardware, and network-related issues.
• Escalate complex or unresolved issues to the relevant departments.
• Maintain accurate records of customer interactions, issues, and solutions.
• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.
• Assist in product testing and collect user feedback for improvement.

Online Content Creation

• Develop and publish user guides, FAQs, knowledge base articles, and step-by-step tutorials.
• Create instructional videos, infographics, and visual content to explain product features and usage.
• Update online help center content based on product updates and customer feedback.
• Collaborate with marketing and product teams to ensure content accuracy and consistency.
• Analyze recurring customer iss...