Customer Service Technician

• Customer Service Technician Respond to customer inquiries via phone, email, or chat regarding technical issues or product concerns.
• Diagnose and resolve hardware, software, or connectivity problems.
• Provide step-by-step guidance and solutions in a clear, professional manner.
• Record customer interactions, issues, and resolutions in the CRM or ticketing system.
• Escalate complex issues to the appropriate team or level of support when necessary.
• Assist in product installation, configuration, and maintenance (on-site or remotely).
• Maintain up-to-date knowledge of company products and services.
• Follow up with customers to ensure issues are resolved and satisfaction is achieved Identify recurring problems and suggest improvements to reduce future issues.
• Comply with company policies, safety standards, and quality assurance procedures

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• Associate degree or technical certification in IT- electronics or a related field
• BS or BA degree preferred
• Preferred 1–3 years of experience in technical support-customer service or a help desk environment.
• Strong knowledge of hardware-software and network troubleshooting.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly to non-technical users.
• Experience using CRM or ticketing systems to document customer interactions (Zendesk, Salesforce, HubSpot).
• Ability to manage multiple tasks and prioritize in a fast-paced environment.
• Strong problem-solving skills and attention to detail Customer-focused attitude with a commitment to resolving issues promptly and professionally
• Ability to work independently as well as collaboratively across teams.
• Familiarity with remote support tools and techniques.
• Willingness to occasionally travel for on-site support or installations (if required).
• Knowledge of the company's industry or products is a plus.
• Bilingual skills may be an advantage, depending on customer base