**Overview:**
As a Technical Customer Service Specialist, you will be the primary point of contact for customers requiring assistance with technical issues related to our products or services. Your role will involve providing timely and effective support to ensure customer satisfaction and retention. You will need to possess strong technical knowledge, excellent communication skills, and a customer-centric approach to problem-solving.

**Responsibilities:**

1. **Customer Support:** Provide prompt and courteous technical support to customers via phone, email, chat, or other communication channels. Address inquiries, troubleshoot problems, and resolve issues to the customer's satisfaction.

2. **Technical Expertise:** Develop a deep understanding of our products or services, including their features, functionalities, and technical specifications. Stay updated on product updates and changes to effectively assist customers.

3. **Problem Diagnosis and Resolution:** Analyze and diagnose technical issues reported by customers. Utilize troubleshooting techniques and resources to identify the root cause of problems and implement effective solutions.

4. **Documentation:** Maintain accurate records of customer interactions, including details of inquiries, troubleshooting steps, and resolutions. Update internal knowledge base with solutions to common technical issues.

5. **Escalation Management:** Escalate complex or unresolved technical issues to appropriate internal teams, such as engineering or product development, while ensuring clear communication and follow-up with the customer.

6. **Customer Education:** Educate customers on product features, best practices, and troubleshooting techniques to empower them to resolve simple issues independently and maximize their use of our products or services.

7. **Feedback Collection:** Gather and relay customer feedback to the relevant departments, including suggestions for product improvements or enhancements based on recurring technical issues or customer pain points.

8. **Quality Assurance:** Participate in quality assurance initiatives to ensure consistent delivery of high-quality technical support services. Provide feedback on existing processes and suggest improvements to enhance efficiency and customer satisfaction.

**Requirements:**

1. Proven experience in technical customer support or a related field.
2. Strong technical aptitude and ability to quickly learn and understand new technologies.
3. Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical audiences.
4. Proficiency in using help desk software, CRM systems, and other customer support tools.
5. Solid problem-solving skills with a methodical approach to troubleshooting technical issues.
6. Ability to work independently with minimal supervision and collaborate effectively within a team environment.
7. Flexibility to work non-standard hours or weekends as needed to provide support during peak times or urgent situations.

Job Type: Full-time

Pay: From $26.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 1 year
• 2 years
• Under 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Preferred)

Work Location: In person