We are seeking a talented Support Consultant to join our dynamic team in San Francisco, United States. As a Support Consultant, you will play a crucial role in providing exceptional technical support and customer service to our valued clients. You will be responsible for diagnosing and resolving complex software and hardware issues, ensuring customer satisfaction, and contributing to the continuous improvement of our support processes.
- Serve as the primary point of contact for customer inquiries, providing timely and effective solutions to technical issues
- Analyze and troubleshoot software and hardware problems, utilizing your technical expertise and problem-solving skills
- Manage and prioritize support tickets through our ticketing system, ensuring prompt resolution of customer concerns
- Collaborate with cross-functional teams to escalate complex issues and develop long-term solutions
- Document support interactions, solutions, and best practices in our knowledge base
- Identify trends in customer issues and provide feedback to product development teams for future improvements
- Participate in ongoing training to stay current with new technologies and support methodologies
- Contribute to the development of support materials, including user guides and FAQs
- 2+ years of experience in a customer support or technical support role, preferably in the software or technology industry
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users
- Excellent problem-solving abilities and analytical thinking skills
- Proven track record of providing exceptional customer service and support
- Proficiency in CRM software and ticketing systems
- Experience in troubleshooting software applications and resolving technical issues
- Bachelor's degree in Computer Science, Information Technology, or a related field (preferred)
- Technical certifications such as ITIL or CompTIA (preferred)
- In-depth knowledge of software applications, IT infrastructure, and common technical issues
- Ability to work independently and collaboratively in a fast-paced environment
- Strong attention to detail and ability to multitask effectively
All your information will be kept confidential according to EEO guidelines.
