Provide basic technical support to customers who are experiencing technical issues with their products or services
Identify and troubleshoot technical problems, and provides timely and effective solutions to customers
Communicate technical solutions to non-technical customers in a clear and concise manner
Ensure accurate ticket triaging
Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed
Escalate complex issues to higher-level team members as necessary
Document customer interactions and technical issues in a customer relationship management (CRM) system
Provide excellent customer service to ensure customer satisfaction and loyalty
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
Collaborate with other departments as needed to resolve customer issues
Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
Support nursing homes and troubleshoot medical software.

Technical Support Representative

Key skills